# ChatGPT
Source: https://docs.dovetail.com/chatgpt
Search your Dovetail workspace from ChatGPT and pull docs, quotes, and project data into a conversation over a first-party OAuth connection.
## Overview
Bring your customer research into ChatGPT. Search your Dovetail workspace, pull docs and customer quotes, and use real research to write PRDs, shape roadmaps, or prepare stakeholder summaries, all from a ChatGPT conversation.
ChatGPT is a first-party integration, no manual server configuration or API tokens needed. It uses OAuth, so you just sign in and authorize.
## Supported capabilities
| **Tool** | **Description** |
| ------------------------ | ----------------------------------- |
| `get_dovetail_projects` | List all projects in your workspace |
| `search_workspace` | Search across all content |
| `list_project_insights` | List and read docs |
| `get_project_insight` | Browse and read docs |
| `list_project_data` | List project data |
| `get_project_data` | Access project data |
| `get_project_highlights` | Get highlights for a project |
## Connect Dovetail to Chat GPT
* Sign in to Dovetail with your usual credentials
* Go to [ChatGPT Dovetail app](https://chatgpt.com/apps/dovetail/asdk_app_6993d29ac7b48191974c461b8c59fbb6)
* Click "Connect"
* Authorize access. Grant ChatGPT permission to access your Dovetail workspace
* Start asking questions ChatGPT can now search your workspace, read project docs, and surface customer highlights. Use that research as grounded evidence to write PRDs, prioritize roadmaps, stakeholder summaries, all without leaving the conversation.
## Using Dovetail in your prompts
After connecting, you can reference Dovetail data in your prompts.
* Open a new chat in ChatGPT
* Click \[+] next to the message input to open the tools menu and select \[...] More, then choose Dovetail from the list
* A Dovetail badge will appear at the bottom of the input box. ChatGPT will now use your workspace as context for that conversation.
#### Example: writing a PRD
```text theme={null}
Search Dovetail for customer feedback about file sharing. Then write a PRD for a new file sharing feature, using the docs and customer quotes as evidence for each requirement.
```
#### Example: building a roadmap
```text theme={null}
List all projects in Dovetail, then pull the insights from each one. Based on the patterns across projects, suggest a prioritized quarterly roadmap with customer evidence for each initiative.
```
#### Example: competitive analysis
```text theme={null}
Search Dovetail for mentions of competitors. Summarize what customers say about alternative tools and where we're falling short, format it as a competitive landscape section for a strategy doc.
```
## Tips
ChatGPT matches against your workspace, so ask it to list projects first if you’re unsure.
The best results come from chaining search, docs, and highlights together, e.g. "Search for X, then get the full doc, then pull supporting quotes".
Ask ChatGPT to search only highlights or only docs if results are too broad.
Results return 20 items at a time. Ask ChatGPT to "get the next page" for more.
## Learn more
[Changelog: Dovetail connector for ChatGPT](https://dovetail.com/changelog/dovetail-connector-for-chatgpt/)
[ChatGPT Help Center: ChatGPT apps with sync](https://help.openai.com/en/articles/10847137-chatgpt-apps-with-sync)
# Claude
Source: https://docs.dovetail.com/claude
Query your Dovetail workspace from Claude through a remote MCP connector, surfacing docs and verbatim customer quotes without leaving the chat.
## Overview
Supercharge every Claude chat with real customer intelligence. Query your Dovetail workspace, surface relevant docs and verbatim quotes, and ground PRDs, roadmap decisions, or exec updates in real evidence, without ever stepping out of the chat.
Dovetail connects to Claude via a remote MCP connector using OAuth, so you just sign in and authorize- no API tokens or manual server configuration needed for [Claude.ai](http://Claude.ai).
***
## Dovetail API scopes granted to Claude:
* `project:read` — Read projects
* `project:write` — Create and modify projects via API
* `note:read` — Read notes/data via API
* `note:write` — Create and modify notes and highlights via API
* `insight:read` — Read insights/docs via API
* `insight:write` — Create and modify insights/docs via API
* `search:read` — Search across workspace content via API
* `channel:read` — Read channels via API
* `channel:write` — Create and modify channels and channel data points via API
* `field:read` — Read fields via API
* `contact:read` — Read contacts via API
* `contact:write` — Create and modify contacts via API
* `user:read` — Read workspace users via API
* `file:read` — Read files via API
***
## Connect Dovetail to Claude
## On Claude’s individual plans
* Sign in to Dovetail with your usual credentials
* Go to [Claude.ai](http://Claude.ai)
* Open **Customize** → **Connectors**
* Click "**Connect**"
* Authorize access\
Grant Claude permission to access your Dovetail workspace.
* Start asking questions\
Claude can now search your workspace, read project docs, and surface customer highlights
## On Claude Team or Enterprise plans
* An admin first enables Dovetail under Organization settings: **Organization settings** → **Connectors** → **Add** → **All Available** → Search for Dovetail
* Users then connect it from **Settings** **→ Customize → Connectors**
* Click "**Connect**"
* Authorize access
* Grant Claude permission to access your Dovetail workspace.
* Start asking questions
* Claude can now search your workspace, read project docs, and surface customer highlights.
***
## Using Claude Code
* Once the connector has been added to your account, it is automatically available in Claude Code. You can confirm it’s ready to use by running the `/mcp` command in your terminal and checking that Dovetail shows as **connected**.
To connect to the Dovetail MCP server directly from Claude Code, run this command in your terminal: `claude mcp add --transport http dovetail https://dovetail.com/api/mcp`
***
## Using Dovetail in your prompts
* Open a new chat in [Claude.ai](http://Claude.ai).
* Click \[+] on the lower left of the message input to open the tools menu.
* Select Connectors, then toggle Dovetail on
* Dovetail indicator will appear next to the input, and Claude will now use your workspace as context for that conversation.
#### Example: planning a roadmap
```text theme={null}
List all insights from the 'Mobile App' project. Group them by theme, identify which pain points come up most across interviews, and suggest what we should prioritize for the next quarter, with a supporting quote for each.
```
#### Example: writing a design brief
```text theme={null}
Search Dovetail for usability feedback on our onboarding flow. Pull the direct customer quotes describing where people got stuck or confused, then summarize the top three friction points. I want to use these as the brief for a redesign
```
#### Example: preparing a sales pitch
```text theme={null}
Search Dovetail for customers talking about switching from [Competitor]. Pull the strongest quotes about why they moved to us and what they were frustrated with before, format them as talking points I can drop into a pitch deck.
```
#### Example: preparing for renewals
```text theme={null}
Find docs in Dovetail mentioning churn risk, adoption blockers, or cancelled accounts. Summarize the common reasons customers disengage, and surface any direct quotes I should reference when preparing for my next round of renewal calls
```
## Tips
Claude matches against your workspace, so ask it to list projects first if you’re unsure.
The best results come from chaining search, docs, and highlights together, e.g. "Search for ABC, then get the full doc, then pull supporting quotes".
Ask Claude to search only highlights or only docs if results are too broad.
Results return 20 items at a time. Ask Claude to "get the next page" for more.
***
## Learn more
[Documentation](https://developers.dovetail.com/docs/mcp)
[Claude Help Center: Use connectors to extend Claude’s capabilities](https://support.claude.com/en/articles/11176164-use-connectors-to-extend-claude-s-capabilities)
***
## FAQS:
We recommend connecting Dovetail to your MCP tool via an incognito browser by following these steps:
1. Open an incognito/private browser window
2. Log into your Dovetail workspace
3. Log into \[Claude / Figma / MCP tool] using the *same* login method you use for Dovetail
4. Connect Dovetail
If you are still having issues after following the steps above, please contact our support team via [**support@dovetail.com**](mailto:support@dovetail.com) and include:
* A screen recording of the steps above *with* your browser console logs
* Confirmation of the integration/tool you’re connecting (Claude, MCP, Figma, etc.)\\
**Steps to open the console log:**
* Chrome/Edge: Press `Ctrl + Shift + I` (Windows/Linux) or `Cmd + Option + I` (macOS)
* Firefox: Press `Ctrl + Shift + K` (Windows/Linux) or `Cmd + Option + K` (macOS).
* Alternatively, you can right-click on the webpage, select “Inspect” or “Inspect Element,” and navigate to the “Console” tab.
# Token info
Source: https://docs.dovetail.com/developer-docs/docs/authentication/token-info
developer-docs/schema.json get /v1/token/info
Get information about the current token.
# Create channel
Source: https://docs.dovetail.com/developer-docs/docs/channels/create-channel
developer-docs/schema.json post /v1/channels
Create a channel with title in a specified folder.
Returns the channel object.
# Create data point
Source: https://docs.dovetail.com/developer-docs/docs/channels/create-data-point
developer-docs/schema.json post /v1/channels/data
Create a data point in a channel with text, a timestamp, and optional metadata.
Returns the data point object without the content.
# Create topic
Source: https://docs.dovetail.com/developer-docs/docs/channels/create-topic
developer-docs/schema.json post /v1/channels/topic
Create a topic with title and description in a specified channel.
Returns the topic object.
# Delete channel
Source: https://docs.dovetail.com/developer-docs/docs/channels/delete-channel
developer-docs/schema.json delete /v1/channels/{channel_id}
Delete a channel.
Deleted channel end up in your specific project's trash, but can be restored for up to 30 days before they’re automatically and permanently deleted.
Returns the deleted channel object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Delete topic
Source: https://docs.dovetail.com/developer-docs/docs/channels/delete-topic
developer-docs/schema.json delete /v1/channels/topic/{topic_id}
Delete a topic.
Deleted topic end up in your specific project's trash, but can be restored for up to 30 days before they’re automatically and permanently deleted.
Returns the deleted topic object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Patch channel
Source: https://docs.dovetail.com/developer-docs/docs/channels/patch-channel
developer-docs/schema.json patch /v1/channels/{channel_id}
Update a channel.
Returns the updated channel object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Patch topic
Source: https://docs.dovetail.com/developer-docs/docs/channels/patch-topic
developer-docs/schema.json patch /v1/channels/topic/{topic_id}
Update a topic.
Returns the updated topic object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Create contact
Source: https://docs.dovetail.com/developer-docs/docs/contacts/create-contact
developer-docs/schema.json post /v1/contacts
Create a new contact in the contacts database.
# Get contact
Source: https://docs.dovetail.com/developer-docs/docs/contacts/get-contact
developer-docs/schema.json get /v1/contacts/{contact_id}
Get a contact by id.
# List contacts
Source: https://docs.dovetail.com/developer-docs/docs/contacts/list-contacts
developer-docs/schema.json get /v1/contacts
Get a list of contacts within a workspace.
# Create data
Source: https://docs.dovetail.com/developer-docs/docs/data/create-data
developer-docs/schema.json post /v1/data
Create a data in the dovetail project with a text content, title and/or fields.
Returns the data object without the content.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Delete data
Source: https://docs.dovetail.com/developer-docs/docs/data/delete-data
developer-docs/schema.json delete /v1/data/{data_id}
Delete a data.
Deleted data end up in your specific project's trash, but can be restored for up to 30 days before they’re automatically and permanently deleted.
Returns the updated data object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Export data
Source: https://docs.dovetail.com/developer-docs/docs/data/export-data
developer-docs/schema.json get /v1/data/{data_id}/export/{type}
Export a data in HTML or Markdown format.
Returns the data object with the requested export content.
# Get data
Source: https://docs.dovetail.com/developer-docs/docs/data/get-data
developer-docs/schema.json get /v1/data/{data_id}
Get a data by id.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Import file to data
Source: https://docs.dovetail.com/developer-docs/docs/data/import-file-to-data
developer-docs/schema.json post /v1/data/import/file
Import a public url of a file as a new data.
If it is a video or audio file, transcription will automatically be queued and run after upload.
Returns a new data object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
> 🚧 Supported URL's
>
> Only public urls which are linked to a direct download of a file are supported. If the url does not have a file extension, you must provide the `mime_type` parameter.
> 🚧 Fields
>
> Only existing and unique fields can be used. This endpoint will not create new fields, or attempt to differentiate between duplicate fields.
> 📘 Notification
>
> When a transcription is complete or fails, the account linked to the token will be send a notification. You can manage those notifications in the [notifications settings](https://dovetail.com/settings/user/notifications).
# List data
Source: https://docs.dovetail.com/developer-docs/docs/data/list-data
developer-docs/schema.json get /v1/data
Get a list of data associated with a workspace.
# Patch data
Source: https://docs.dovetail.com/developer-docs/docs/data/patch-data
developer-docs/schema.json patch /v1/data/{data_id}
Updates a data.
Returns the updated data object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Get file by id
Source: https://docs.dovetail.com/developer-docs/docs/files/get-file-by-id
developer-docs/schema.json get /v1/files/{file_id}
# List highlights
Source: https://docs.dovetail.com/developer-docs/docs/highlights/list-highlights
developer-docs/schema.json get /v1/highlights
Get a list of highlights associated with a workspace.
# Create insight
Source: https://docs.dovetail.com/developer-docs/docs/insights/create-insight
developer-docs/schema.json post /v1/insights
Create an insight in the dovetail project with a text content, title and/or fields.
Returns the insight object without the content.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Delete insight
Source: https://docs.dovetail.com/developer-docs/docs/insights/delete-insight
developer-docs/schema.json delete /v1/insights/{insight_id}
Delete an insight.
Deleted insights end up in your specific project's trash. They can be restored for up to 30 days before they're automatically and permanently deleted.
Returns the updated insight object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Get insight
Source: https://docs.dovetail.com/developer-docs/docs/insights/get-insight
developer-docs/schema.json get /v1/insights/{insight_id}
Get a insight by id.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Import file to insight
Source: https://docs.dovetail.com/developer-docs/docs/insights/import-file-to-insight
developer-docs/schema.json post /v1/insights/import/file
Import a public url of a file as a new insight.
If it is a video or audio file, transcription will automatically be queued and run after upload.
Returns a new insight object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
> 🚧 Supported URL's
>
> Only public urls which are linked to a direct download of a file are supported. If the url does not have a file extension, you must provide the `mime_type` parameter.
> 🚧 Fields
>
> Only existing and unique fields can be used. This endpoint will not create new fields, or attempt to differentiate between duplicate fields.
> 📘 Notification
>
> When a transcription is complete or fails, the account linked to the token will be send a notification. You can manage those notifications in the [notifications settings](https://dovetail.com/settings/user/notifications).
# List insights
Source: https://docs.dovetail.com/developer-docs/docs/insights/list-insights
developer-docs/schema.json get /v1/insights
Get a list of insights associated with a workspace.
# List personal insights
Source: https://docs.dovetail.com/developer-docs/docs/insights/list-personal-insights
developer-docs/schema.json get /v1/insights/user/{user_id}
Get a list of insights associated with a user.
# Patch insight
Source: https://docs.dovetail.com/developer-docs/docs/insights/patch-insight
developer-docs/schema.json patch /v1/insights/{insight_id}
Updates an insight.
Returns the updated insight object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Create note
Source: https://docs.dovetail.com/developer-docs/docs/notes/create-note
developer-docs/schema.json post /v1/notes
Create a note in the dovetail project with a text content, title and/or fields.
Returns the note object without the content.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Delete note
Source: https://docs.dovetail.com/developer-docs/docs/notes/delete-note
developer-docs/schema.json delete /v1/notes/{note_id}
Delete a note.
Deleted notes end up in your specific project's trash, but can be restored for up to 30 days before they’re automatically and permanently deleted.
Returns the updated note object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Export note
Source: https://docs.dovetail.com/developer-docs/docs/notes/export-note
developer-docs/schema.json get /v1/notes/{note_id}/export/{type}
Export a note in HTML or Markdown format.
Returns the note object with the requested export content.
# Get note
Source: https://docs.dovetail.com/developer-docs/docs/notes/get-note
developer-docs/schema.json get /v1/notes/{note_id}
Get a note by id.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# Import file to note
Source: https://docs.dovetail.com/developer-docs/docs/notes/import-file-to-note
developer-docs/schema.json post /v1/notes/import/file
Import a public url of a file as a new note.
If it is a video or audio file, transcription will automatically be queued and run after upload.
Returns a new note object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
> 🚧 Supported URL's
>
> Only public urls which are linked to a direct download of a file are supported. If the url does not have a file extension, you must provide the `mime_type` parameter.
> 🚧 Fields
>
> Only existing and unique fields can be used. This endpoint will not create new fields, or attempt to differentiate between duplicate fields.
> 📘 Notification
>
> When a transcription is complete or fails, the account linked to the token will be send a notification. You can manage those notifications in the [notifications settings](https://dovetail.com/settings/user/notifications).
# List notes
Source: https://docs.dovetail.com/developer-docs/docs/notes/list-notes
developer-docs/schema.json get /v1/notes
Get a list of notes associated with a workspace.
# Patch note
Source: https://docs.dovetail.com/developer-docs/docs/notes/patch-note
developer-docs/schema.json patch /v1/notes/{note_id}
Updates a note.
Returns the updated note object.
> 🚧 Permissions
>
> Please check you have the relevant permissions required to access this resource. This may include specific permissions on the object itself or its parent, or having the correct user role if you're making updates.
# List projects
Source: https://docs.dovetail.com/developer-docs/docs/projects/list-projects
developer-docs/schema.json get /v1/projects
Get a list of projects associated with a workspace.
# Magic Search
Source: https://docs.dovetail.com/developer-docs/docs/search/magic-search
developer-docs/schema.json post /v1/search
Search a list of highlights, notes, insights, channels and/or themes.
# Magic Summarize
Source: https://docs.dovetail.com/developer-docs/docs/summarize/magic-summarize
developer-docs/schema.json post /v1/summarize
Summarize a list of highlights, notes, insights, themes, and/or tags.
# List tags
Source: https://docs.dovetail.com/developer-docs/docs/tags/list-tags
developer-docs/schema.json get /v1/tags
Get a list of tags associated with a workspace
# Access and permissions
Source: https://docs.dovetail.com/help/access-and-permissions/index
Assign Full access, Can edit, or Can view on folders and projects, and manage inherited and explicit permissions from the share menu.
Only available on Business and Enterprise plans.
Only users with **Full access** to a folder or project can adjust its access controls.
## Overview
We’ve made it easy to effortlessly share, edit, and collaborate on projects with your team in Dovetail. With the ability to assign various access levels on folders, projects, workspace tag boards, and workspace field groups, you have full control over how others can access and interact with your data.
***
## Share menu
You can share links, invite new users, and manage access to your workspace directly from the share menu on any object, without having to navigate to the users page.
From the **Share** menu, you can see and adjust the following:
* **Invite field and access level →** Assign access to current users or groups, and invite new users to your workspace.
* **Inherited permissions →** Users who have inherited permissions from the parent folder.
* **Explicit permissions →** Users who have been explicitly granted higher access to this project.
* **Direct link to object →** Copy a direct link to the object.
***
## Access levels
You can assign a different level of access for every user or group that you share with. This is helpful if:
* You want only a few people to edit a project while everyone else reads it.
* You want some projects to only be visible to a specific team.
* You want to share your findings with stakeholders, but not let them view your raw data.
The four cascading permission levels are **Full access**, **Can edit**, **Can view**, and **No access**.
| Permissions | Full access | Can edit | Can view | No access |
| :----------------------------------------------- | :---------- | :------- | :------- | :-------- |
| View and comment | ✔ | ✔ | ✔ | |
| Create, edit and analyze data | ✔ | ✔ | | |
| Invite to folder / projects | ✔ | | | |
| Toggle public access for docs | ✔ | | | |
| Manage folder / project settings and permissions | ✔ | | | |
***
## Invite new users through the share menu
If you want to share an object with someone outside of your workspace, you can enter their email into the invite field, and they’ll receive an email invitation to join your workspace.
If you invite new users outside of your verified email domain, their email will appear in yellow as a warning.
By granting the following access levels to new users, they will automatically be assigned the following role in your workspace:
* **Full access** → will invite a **Contributor** role.
* **Can edit** → will invite a **Contributor** role.
* **Can view** **→** will invite a **Viewer** role.
***
## Restrict, expand, and restore inherited permissions
Permissions granted to users, groups, or the entire workspace at a folder level will be applied to the folders, channels, and projects contained within it. However, these inherited permissions can be further restricted or expanded upon by assigning explicit permissions to the child folder or project.
When you restrict access to a project, a **Restore** button will appear at the bottom of the share menu. Use it to revert the permissions so they inherit from the parent folder again.
**Users always inherit their highest assigned access level**
If a user is assigned an access level that is lower than the workspace role, they will inherit the permissions of whichever is higher.
***
## Assign access to Folders, Projects, Channels, and Workspace tags and fields
Users with Full access can control the visibility of your folders, projects, and channels by utilizing share settings. Ensure your users view and interact with your content exactly as you want by expanding or restricting their access at any time.
***
### Manage access for a Folder
You can assign default permissions at the folder level that will be inherited by all projects and channels nested within it. You can also restrict or expand access for users, groups, or the entire workspace. You must have **Full access** to the folder in order to update the share settings.
To do this, click ••• next to the folder and select **Share**
From there, determine the default access level for your workspace or assign specific users or groups their level of access
***
### Manage access for a Project
You can assign more granular permissions to projects by restricting or expanding pre-existing access levels for users, groups, or the entire workspace. You must have **Full access** to the project in order to update the share settings.
To do this, open your project and click **Share** in the top-right corner
From there, assign users or groups access levels and confirm by selecting **Invite**
***
### Manage access for a Channel
You can assign more granular permissions to channels by restricting or expanding pre-existing access levels for users, groups, or the entire workspace. You must be a **Manager** or **Contributor** and have **Full access** to the channel in order to update the share settings.
To do this, open your channel and click **Share** in the top-right corner.
From there, assign users or groups levels of access and confirm by selecting **Invite**
***
### Manage access for workspace tags
You can assign more granular permissions to workspace tags by restricting or expanding pre-existing access levels for users, groups, or the entire workspace. You must have Full access to the tagboard in order to update the share settings.
To do this, go to [**⚙️ Settings → Tags**](https://dovetail.com/settings/tags)
From there, open a tagboard and click **Share** in the top-right corner
Assign users or groups access levels and confirm by selecting **Invite**
***
### Manage access for workspace fields
You can assign more granular permissions to workspace fields by restricting or expanding pre-existing access levels for users, groups, or the entire workspace. You must have Full access to the field group in order to update the share settings.
To do this, go to [**⚙️ Settings → Fields**](https://dovetail.com/settings/fields)
From there, open a field group and click on **Share** in the top right corner
Assign users or groups access levels and confirm by selecting **Invite**
***
## Access private content after a user is removed from your workspace
Dovetail will automatically update permissions on relevant objects if there are no remaining users with **Full access**.
The updated permissions grant all workspace admins who are also managers **Full access**, so that they can continue to manage the content. If there are no workspace admins who are also managers, all managers will gain access.
***
## FAQs
If a user is deleted and they were the sole member of a user group with access to an object, Dovetail will automatically update permissions following the same behavior outlined above. This ensures that the content remains accessible and manageable.
Alternatively, a workspace admin can manually add another user to the user group with access. Once added, that user will be able to manage the permission settings for the associated folders, projects, channels, or workspace tags and fields.
# Account settings
Source: https://docs.dovetail.com/help/account-settings/index
Update your profile details, change your email address or password, pick a light or dark theme, and log out of sessions remotely.
## Overview
Every user has their own individual account settings. You can update your profile details (including name, email, job title, department/function, and profile photo), reset your password, and log out of sessions remotely.
To navigate to Settings:
1. Click the **(**☰**)** icon at the top left corner of the page to open the main menu. Alternatively, press the **\[** keyboard shortcut.
2. Click **(…) More → Settings**.
***
## Change your profile photo
Help your teammates recognize you in Dovetail by setting a profile image for your user account.
* To do this, go to [⚙️ Settings → Account](https://dovetail.com/settings/user/account) → **Profile picture** and click on the pencil icon and click `Upload photo`.
***
## Change your interface theme
You can now personalize your Dovetail experience with dark and light themes. By default, Dovetail will match your system or browser’s appearance settings. You can set a permanent preference in your Account settings via [Settings → Account ](https://dovetail.com/settings/user/account)→Theme → Choose Automatic, light, or dark.
If no system preference is detected, the interface will default to dark mode.
***
## Change your user name
You can change the user name displayed in the workspace by:
1. Navigating to [⚙️ Settings ](https://dovetail.com/settings/user/account)→[ Account](https://dovetail.com/settings/user/account)
2. In the text box under Name, enter your updated name
3. This will be saved automatically and updated across the workspace.
***
## Change your email address
To change your email address:
1. Navigate to [⚙️ Settings → Account ](https://dovetail.com/settings/user/account)→ **Email**
2. In the text box, enter your updated email address.
3. This will trigger an email to be sent to your new address and be saved automatically for future login.
If you signed up or currently log in using your **Google** or **Microsoft** account, you **cannot** change your email address through the workspace settings. Your email address is tied to your Google or Microsoft authentication.
***
## Change your password
If you have forgotten your password or wish to change it, open the login page, enter your email address, and press **Continue**.
* If your email address is associated with only one workspace, select `Reset password` below the form. From there, check your email and follow the instructions to reset your password.
* If your email address is associated with multiple workspaces, check your email to verify your address, select the workspace you’d like to reset your password for, and click `Reset password` below the form. From there, check your email and follow the instructions.
Ensure your password is changed within 30 minutes of receiving the reset link via email. After that, you will need to [resend another reset password email](/help/account-settings).
***
## Log in with Microsoft or Google
You can log in to Dovetail in one click via OAuth 2.0 with your Google or Microsoft account. By using OAuth 2.0 to create your account, you’ll be able to log in faster without needing to set a password with Dovetail.
***
## Add a password to your account
If you originally signed up for Dovetail using **Google** or **Microsoft**, you can add a password to your account as an **additional** sign-in method.
Adding a password allows you to log in using either:
* **Continue with Google** or **Continue with Microsoft**, or
* Your **email address and password**
To add a password:
1. Navigate to **Settings** → **Account**.
2. Scroll to the **How you log in** section.
3. Next to **Password**, select **Add password**.
4. Follow the prompts to create a password for your account.
Once configured, you’ll be able to sign in using your email address and password in addition to your existing Google or Microsoft login method.
**Note:** Adding a password does not remove or replace your existing Google or Microsoft sign-in option. Both login methods will remain available. If you created your Dovetail profile using Google or Microsoft you **cannot** change your email address through the workspace settings. Your email address is tied to your Google or Microsoft authentication.
***
## Troubleshooting login
1. **Confirm your email address** Make sure you’re signing in with the same email address you originally used to join Dovetail. Once confirmed, try resetting your password.
2. **Check if your account is locked** As a security precaution, Dovetail automatically locks accounts after multiple unsuccessful login attempts or unusual activity.
To unlock your account:
1. Go to the **log in page**, enter your email address, and click **Continue**.
2. Follow the steps that apply to you: **If your email is associated with one workspace:**
* Click **Unlock account** below the form.
* Check your email and follow the instructions. **If your email is associated with multiple workspaces:**
* Check your email to verify your address.
* Select the workspace you’re locked out of.
* Click **Unlock account** below the form.
* Check your email and follow the instructions.
3. **Not receiving emails?** If you aren’t getting any Dovetail emails, contact your organization’s IT team. Ask them to allow-list:
* `mail.dovetailapp.com`
* `dovetailapp.com`
These domains must be approved in your organization’s security firewall and spam filter to ensure messages arrive.
***
### Two-factor authentication (2FA)
Add an extra layer of security to your account by enabling two-factor authentication. Once turned on, you’ll enter a code from an authenticator app (like Google Authenticator, Authy, or 1Password) each time you sign in, so your account stays protected even if your password is compromised.
**Note:** 2FA is available only for users who sign in with a password. If you sign in via SSO, Google, or Microsoft, 2FA isn’t available in Dovetail — your identity provider may enforce its own MFA policies instead.
**To set up 2FA:**
1. Navigate to **⚙️ Settings → Account**
2. Scroll to the **Multi-factor authentication** section
3. Click **Enable** and scan the QR code with your authenticator app
4. Enter the 6-digit verification code and click **Continue**
For full setup steps, sign-in behavior, disabling 2FA, and what to do if you lose access to your authenticator app, see the dedicated [Two-Factor Authentication](https://docs.dovetail.com/help/two-factor-authentication) article.
***
## Support access consent
Managers and Contributors (paid seats) can grant Dovetail employees temporary access to their workspace for support purposes.
### Grant support access
When chatting with our support team, you may be asked to consent to access your account to help with troubleshooting or recovery. If you are a Manager or Contributor, you can grant support access by following the steps below. If you are a Viewer, you will need to ask a user with a paid seat to grant support access for you.
1. Navigate to ⚙️ [Settings](https://dovetail.com/settings/)
2. Click on `Account`
3. Navigate to `Support access` and click `Allow support access`
Once access is granted, Dovetail’s support team can log in to your workspace for 7 days, or until you revoke access. The remaining time will be visible from this same page where access was granted.
### Revoke support access
To revoke support access before the specified expiration date, Managers and Contributors will need to follow the same steps used to grant access.
1. Navigate to ⚙️ [Settings](https://dovetail.com/settings/)
2. Click on `Account`
3. Navigate to `Support access` and click `Revoke support access`
***
## Reset preferences
Reset all user preferences, contextual help panels, and onboarding tours by navigating to ⚙️ [Settings](https://dovetail.com/settings/) **→ Account → Reset**
***
## Leave a workspace
Workspaces must have at least one admin, so the last person in a workspace will not be able to leave that workspace.
* To leave a workspace you’re in, open [⚙️ Settings → Users](https://dovetail.com/settings/users) to locate your user and select `Revoke user` in `•••` menu.
***
## FAQs:
Try clearing your browser’s stored data for Dovetail by following these steps:
1. **Right-click** anywhere on the page and choose **“Inspect.”**
2. In the panel that opens, click the **“Application”** tab.
3. Under **“Storage,”** you’ll see sections for **Local Storage**, **Session Storage**, and **Cookies**.
4. For each one, **right-click** on the site name (or any listed items) and select **“Clear.”**
This will remove any locally stored data and cookies for the site, which can help resolve loading or access issues. Alternatively, try using an incognito browser. If the error persists, please reach out to our support team for more assistance.
# Agent workflows
Source: https://docs.dovetail.com/help/agent-workflows/index
How to configure an agent: choosing a trigger, writing instructions, attaching skills, scoping tools and connectors, and testing before launch.
[Agents](/help/agents) automate recurring work in Dovetail: tagging incoming data, producing a weekly summary, or notifying an account owner when a customer reports a problem.
An agent runs against the customer data already centralized in your workspace, and connectors let it write into the tools your team uses, so output arrives in Linear, Notion, or Slack rather than in a separate report. Each output records the data it drew on, so an automated summary can be checked the same way a manually written one can.
This page covers the design decisions. The linked feature pages cover the steps.
Read [Agents overview](/help/agents) first. It covers the configuration surface this page assumes. Agents aren’t available on free plans.
***
## The five parts
An agent that behaves incorrectly is usually misconfigured in one of these five parts. Output at the wrong time indicates a trigger problem. Output in the wrong shape indicates an instructions problem.
| Part | What it decides | Where to configure it |
| :------------- | :--------------------------------- | :------------------------------------------------------ |
| Trigger | When it runs | [Agent triggers](/help/agents/agent-triggers) |
| Instructions | What a good result looks like | [Writing instructions](/help/agents/agent-instructions) |
| Skills | What it knows before it starts | [Agents overview](/help/agents#skills) |
| Dovetail tools | What it can do in your workspace | [Dovetail tools](/help/agents/dovetail-tools) |
| Connectors | What it can reach outside Dovetail | [Agents overview](/help/agents#external-mcp-connectors) |
Give each agent one job. An agent that tags data, writes a summary, and notifies an owner will do all three less reliably than three separate agents would. If the instructions contain “and then also”, the second half belongs in another agent.
[Digital Twins](/help/agents/digital-twins) are also agents, but they run continuously as a listener you talk to in Chat rather than as a job that runs and finishes. The trigger guidance below doesn’t apply to them.
***
## Choose a trigger
Work that happens on a cadence uses a schedule. Work that responds to a change in the workspace, such as a tag being applied or new data arriving, uses a Dovetail event trigger. The agent runs immediately, with the changed item as its input.
The trigger determines how quickly a problem is raised. An event trigger reports an issue on the day the data arrives. A weekly schedule reports it at the next run. A schedule set to run more often than the data changes produces empty output.
Start with an on-demand trigger. Once the output is reliable, change it to the trigger that matches the real workflow. [Agent triggers](/help/agents/agent-triggers) compares all five.
***
## Write instructions and attach skills
Instructions have the largest effect on output quality, which determines whether a result can be used as it is or rewritten first. Describe the outcome rather than the procedure, because step-by-step instructions fail when the input changes shape. [Writing instructions](/help/agents/agent-instructions) describes what a strong instruction contains.
Attach skills for anything the agent needs to look up, such as a tag taxonomy, a report template, or an internal glossary. Each skill is injected in full at run time, so several short docs perform better than one long one. Facts that apply company-wide belong in [workspace context docs](/help/dovetail-ai/workspace-context-docs), which every agent picks up.
***
## Scope tools and connectors
Every [Dovetail tool](/help/agents/dovetail-tools) is enabled by default. Disable the ones the agent doesn’t need, to limit what it can change and because fewer options produce more accurate execution.
Connectors are disabled until you enable them. Linear, Notion, Hex, Salesforce, Slack, Canva, Gmail, Lemlist, and custom MCP connectors are available. With a connector enabled, an agent can act on what it finds. An agent that identifies a tagged security concern can create an urgent issue in the Linear queue the engineering team already reviews, so the item enters the existing triage process without anyone transferring it manually.
Agents can deliver output to Slack, Microsoft Teams, and email. Invoking an agent from Slack or Teams isn’t available yet. Mention the agent with `@` in [Chat](/help/chat) instead.
***
## Test before going live
An agent that writes to your workspace or messages colleagues acts under your account, so test it before pointing it at a shared destination.
Read the output each time and adjust the instructions.
Use your own doc or email address before a shared destination. Formatting is the most common problem.
Confirm the agent reports that there is nothing to report, rather than producing unsupported content.
Check that the citations lead to the underlying data.
***
## Review output after launch
Read the output for the first few scheduled runs and assess whether it is still useful, not only whether the agent ran. An agent producing the same generic summary each week is no longer worth its schedule. When quality declines, change one element of the instructions and run it again rather than rebuilding the agent.
Only the creator can edit an agent, and ownership can’t be transferred. The [Agents FAQs](/help/agents#faqs) cover this and how to pause a schedule.
***
## Results
A configured agent produces recurring reports without anyone writing them, and raises issues while they are still current rather than at the next scheduled review. Because each output cites the data it drew on, anyone questioning a finding can open the interview or ticket the agent used and assess it directly.
***
## Where to go next
Example prompts by team, with the connectors each relies on.
Patterns for digests, taggers, and summarizers.
What an agent can do in your workspace.
Agents built from what a segment has said, that you talk to in Chat.
# Agents overview
Source: https://docs.dovetail.com/help/agents
Agents are autonomous workers that run on a trigger you choose, using instructions, skills, connectors, and Dovetail tools to take action for you.
Agents are autonomous workers you configure to take action inside Dovetail and across your connected tools. Define what they know, what they can do, and when they run. Agents handle the work that would otherwise require manual effort.
Each agent is built from five components: **triggers instructions and context**, **skills**, **external connectors** and **Dovetail tools**
## Get started
1. Open **Agents** from your sidebar and select **Create agent** or prompt chat to help you create
2. Set an agent type: Digital Twin, on-demand, scheduled, Dovetail event, external webhook.
3. Give the agent a name and write its instructions. Add a persona if you want to shape its tone. Save the configuration.
4. Attach skills—any doc that gives the agent useful context or a template to follow.
5. Enable external connectors if the agent needs to reach outside Dovetail.
6. Review Dovetail tools and disable any the agent doesn’t need.
7. If required, click run now to trigger the agent and commence the configuration and flow.
## Triggers
A trigger defines when your agent runs. Choose the mode that fits how the work actually happens.
| Trigger | When the agent runs |
| :------------------ | :------------------------------------------------------------------------------------ |
| **On-demand** | Only when you manually trigger it from the agent page |
| **Scheduled** | On a recurring cadence |
| **Dovetail events** | Specific Dovetail events trigger an agent |
| **External events** | When an event arrives from a connected external system via webhook |
| **Digital Twin** | Continuously, as a listener that responds to interactions directed at it through chat |
## Instructions
Instructions are the prompt that shapes how your agent behaves and what it produces. Write them in plain language,
Focus on outcomes rather than steps. Describe what a good result looks like — not every action the agent should take to get there.
Add an optional persona to shape tone and style — for example, *"Concise analyst"* or *"Friendly researcher."* It’s a short phrase that gets added to the agent’s system prompt. It doesn’t change what the agent does, only how it communicates.
**Example:** *Every Monday, summarize new data added to the Support channel over the past week. Group findings by theme, lead with the most urgent issue, and include a direct quote for each theme.*
## Skills
Skills are Dovetail docs you attach to an agent to give it knowledge it can’t derive from instructions alone. When the agent runs, the full content of each linked skill is injected into its context.
How teams use this:
* **Templates**—a standard format the agent should follow when writing summaries or reports
* **Reference data**—a tag taxonomy, list of product areas, or internal glossary
* **Examples**—sample outputs that show the quality and style you expect
* **Background context**—information about your product, team, or a specific initiative the agent needs to understand
* **Tone of voice**––Give your agent specific instructions on how speak, engage with you when invoked and style for outputs it creates
Keep skills focused. Each doc is injected in full at run time, so shorter and more targeted docs consistently outperform long, general ones.
## Dovetail tools
Dovetail tools are the actions an agent can perform inside your workspace. All tools are enabled by default — you can disable individual tools or entire categories to limit what any given agent can do.
| Category | Available actions |
| :------------ | :---------------------------------------------------------------------------------------------------------------------------------- |
| **Projects** | Create, rename, and delete projects; add data; create highlights; attach audio or video; add utterances to transcripts; create tags |
| **Docs** | Create, update, and delete docs; add and resolve comments |
| **Channels** | Create and delete channels; create and update topics; add data points |
| **Workspace** | Create, rename, and delete folders; create, update, and delete contacts and fields |
| **Agents** | Create new agents programmatically during a run |
Scope tools to what the agent actually needs. If an agent only creates docs, disable project and channel tools so it can’t make broader workspace. The less tools an agent has to choose from, the more accurate it’s execution.
## External MCP connectors
External connectors give agents access to tools outside Dovetail using the Model Context Protocol (MCP). Once a service is connected, an agent can read from and write to it during a run or when invoked in chat.
### Supported connectors
* [Linear](https://linear.app/docs/mcp)
* [Notion](https://developers.notion.com/guides/mcp/overview)
* [Hex](https://learn.hex.tech/docs/api-integrations/mcp-server)
* [Salesforce](https://developer.salesforce.com/docs/atlas.en-us.sfdx_dev.meta/sfdx_dev/sfdx_dev_mcp.htm)
* [Slack](/integrations/slack)
* [Canva](https://www.canva.dev/docs/mcp/)
* [Gmail](https://developers.google.com/workspace/gmail/api/guides/configure-mcp-server)
* [Lemlist](https://help.lemlist.com/en/articles/13728466-set-up-the-lemlist-mcp-server-in-your-llm-client-oauth-or-api-key)
* Custom MCP connectors
### Web search
Toggle web search on to let your agent query the public web during a run. Useful when the agent needs current information that isn’t in your Dovetail workspace — competitor releases, industry benchmarks, or recent coverage tied to a trend in your data.
## Invoke agents in Chat
You can also work with agents directly from chat. Type @ followed by an agent’s name to mention it—this lets you run the agent on demand or ask it a question without leaving the conversation. If an agent is set up as a Digital Twin, click the Digital Twin icon in chat to enter that agent’s persona and interact with it continuously as a listener, rather than triggering a single run.
Invoking an agent in Teams and Slack is coming soon.
## Sharing agents
Share an agent so teammates can run it in Chat or from the agent’s configuration page. Sharing controls who can invoke an agent—not who can change how it works.
### Who can do what
| Role | Run the agent | Edit the agent | Delete the agent |
| :-------------------- | :------------ | :---------------------- | :--------------- |
| Creator | Yes | Yes | Yes |
| User with View access | Yes | No | No |
| Use | Yes | No | No |
| Workspace admin | Yes | Only if they created it | Yes |
### Editing an agent
Only the creator can change an agent’s instructions, memory, skills, triggers, connections, or tools. If a teammate needs changes, ask the creator to make them.
### Deleting an agent
Workspace admins can delete any agent in the workspace. Creators can also delete any agent they created.
### What View and Edit access mean
View and Edit access both allow a teammate to invoke and run the agent—in Chat or from the agent’s config page. Neither level lets a teammate modify the agent itself. Only the creator can do that.
Agents are not available on free plans
## FAQs
Workspace admins can delete the agent, but there is currently no option to transfer ownership of an existing agent to another user. If the agent needs to be recreated under a different owner, an admin can copy the agent’s prompt and configuration and create a new agent under an active user.
A viewer can do the following with an agent:
* Open and view an Agent
* Run an Agent (including chatting with it)
* Pin or unpin an Agent
* Share an Agent (if they have access)
* Send feedback
A viewer cannot do the following with an agent:
* Create a new Agent
* Edit an Agent’s setup (name, instructions, tools, skills, connectors, or when it runs)
* Move an Agent to a different folder
* Delete an Agent or move it to trash
Managers and Contributors can create Agents. Agents use the same access control system as projects, channels, and folders, so who can view or edit one follows the access set on it and on the folder it lives in. See [Access and permissions](/help/access-and-permissions). If you are on a plan that does not include roles, all users occupying a paid seat can create agents.
There’s no dedicated pause button. To stop an agent from running on its cadence, open the agent’s configure page, change **Agent type** from **On schedule** to **On-demand**, and save.
This disables the schedule trigger. The agent itself isn’t deleted or affected in any other way — you can still run it manually at any time while it’s set to on-demand.
Switch **Agent type** back to **On schedule** and save. Your previous schedule pre-fills automatically, so you don’t need to recreate it.
# Customer success and retention
Source: https://docs.dovetail.com/help/agents-use-cases/customer-success
Agent prompts for customer success teams: renewal risk alerts, churn digests, health review docs, onboarding friction, and expansion signals.
### Renewal risk case creator
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When an Opportunity stage is updated to reflect renewal risk, search Dovetail for support tickets and negative feedback in the past 90 days. Create a Salesforce Case with the risk signals, recent struggles, and top 3 quotes. Assign to the CSM.
```
### Cancellation save-play brief
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When new data is tagged “cancellation request,” pull every prior interaction with the account. Summarize relationship history, sentiment trend, unresolved requests, and key stakeholders. Draft a save-play brief with 3 possible angles and post to #customer-success.
```
### Weekly renewal risk list
**Connectors:** Hex.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, pull churn prediction scores from Hex. Cross-reference with Dovetail sentiment trends for each account. Rank by combined signal strength. Create a doc listing account, score, top qualitative signal, and suggested action.
```
### Recurring bug ticket creator
**Connectors:** Linear.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight is tagged “critical,” search Dovetail and Linear for similar prior reports. If 3+ historical matches exist, create a Linear ticket tagged “recurring” with the full history and affected accounts. If a matching ticket exists, add to it and elevate severity.
```
### Health score context note
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When an account’s health score changes in Salesforce, compare against recent Dovetail signals from the past 30 days. If a match exists, add a note explaining the correlation with a link. If no match exists, note that too.
```
### Quarterly health review doc
**Connectors:** Hex.
```txt Prompt icon="message-circle" wrap theme={null}
Every quarter, for each [tier] account, pull product usage from Hex and feedback themes from Dovetail. Create a customer-facing doc covering how they’re using the product, what they’ve told us, what we’ve shipped, and what’s coming. Leave in draft for the CSM.
```
### Onboarding friction tracker
**Connectors:** Linear.
```txt Prompt icon="message-circle" wrap theme={null}
When new onboarding call data is uploaded, extract friction points and compare against onboarding highlights from the past 30 days. If a friction point hits 3+ mentions in 30 days, create a Linear ticket with the pattern, affected accounts, and quotes.
```
### Weekly churn risk digest
**Connectors:** Hex and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Friday, synthesize churn signals from the week: negative calls, escalated tickets, Hex usage drops. Rank accounts by combined signal strength. Post a 5-account digest to #customer-success with account, signals, and suggested next action.
```
### Low CSAT follow-up creator
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When a new doc is tagged “low CSAT,” identify the account and owner in Salesforce. Create a task assigned to the account owner: “Follow up on low CSAT — [account].” Attach the verbatim feedback and highlight link. Due in 3 business days.
```
### Competitor mention flagging
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight is tagged with a competitor name in a support call, create a tagged doc capturing the mention in context. Note whether it’s a comparison, threat to switch, or feature envy. Notify the CS lead and competitive intel team in #competitive.
```
### Expansion opportunity finder
**Connectors:** Hex and Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
Every quarter, pull Hex usage growth by account. Cross-reference with Dovetail highlights mentioning more seats, upgrades, or new use cases. For every match, create a flagged Salesforce Opportunity tagged “expansion candidate” with the supporting evidence.
```
### At-risk account escalator
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When negative sentiment is tagged 3 times for the same account within 30 days, create a Salesforce Case tagged “at risk.” Attach the 3 highlights and a pattern summary. Assign to the account owner and DM the CS lead.
```
Previous
Next
# Digital Twin use cases
Source: https://docs.dovetail.com/help/agents-use-cases/digital-twins-experts
Example prompts for Digital Twins and expert agents, including account twins, persona twins, churned customer twins, and internal experts.
### Enterprise account twin
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
You are a Digital Twin of [Enterprise account]. Built from every call, email, doc, and highlight in the relationship history. When @mentioned, react in the voice of this account: their goals, priorities, internal politics, history with us. Cite specific past interactions. Flag what would land and what would fail. Speak as the account — use “we,” not “they.”
```
### Enterprise persona twin
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
You are the enterprise buyer — a VP or director at a 1,000+ employee company, procurement-savvy, security-conscious, accountable to a board. Built from every interview, call, ticket, and highlight from users matching this persona. React in first person, always cite a specific past quote, and push back when concepts don’t land — don’t hedge to be helpful.
```
### Power user persona twin
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
You are the power user — someone on the platform 2+ years, using advanced features daily, often the internal champion. Built from every interview, call, ticket, and highlight from users matching this persona. React in first person, cite specific past highlights, and push back when concepts miss what actually matters to power users.
```
### Churned customer twin
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
You are a Digital Twin of a churned power user. Built from every call, doc, and highlight before they left. When @mentioned, react in first person: what specifically broke, what would have kept you, what you tried to signal. Cite specific past interactions. Be honest about what would have worked and what wouldn’t.
```
### Advisory board voice twin
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
You are a Digital Twin of the advisory board. When @mentioned with a strategic question, react the way the board’s collective voice would: what they’ve said before, what they consistently push on, where they’d disagree. Cite specific advisory sessions. Be balanced — the board’s value is disagreement, not consensus.
```
### Competitive intelligence expert
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
You are the competitive intelligence expert. When @mentioned with a competitor and deal context, return the current positioning against this competitor, top 3 objections and best responses, and recent win/loss patterns from Salesforce. Cite specific past deals. Give reps one thing to try.
```
### Complaint history expert
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
You are the account complaint expert. When @mentioned with an account name, search Dovetail for every complaint or negative sentiment from that account in the past 6 months. Return: complaint themes, frequency, most recent, top verbatim quotes, and resolved vs. still-open. Cite everything.
```
### Known issues expert
**Connectors:** Linear.
```txt Prompt icon="message-circle" wrap theme={null}
You are the known issues expert. When @mentioned with a bug or symptom, search Dovetail and Linear for prior reports. Return: is it known (yes/no), Linear ticket link, current status, workaround if any. Be fast — support reps use this mid-ticket.
```
### Research methodology expert
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
You are the research methodology expert. When @mentioned, answer questions about coding, taxonomy, research standards, and methodology. Cite specific past examples in Dovetail. If a standard isn’t defined, say so and suggest who to ask. Be practical, not academic.
```
### New hire buddy
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
You are the new hire buddy. When @mentioned by a new hire, answer any onboarding question directly. Point to specific docs, projects, or people. Offer to expand on any answer. Be welcoming — assume they know nothing and never make them feel behind.
```
Previous
Next
# Enablement and internal alignment
Source: https://docs.dovetail.com/help/agents-use-cases/enablement
Agent prompts for enablement teams: all-hands story briefs, objection of the week, OKR evidence, new hire briefings, and wiki gap finding.
### Weekly all-hands story brief
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every Friday, pull the top 3 customer stories from the week — wins, feedback, moments. Create a slide-ready doc with each story: setup, customer voice quote, outcome. One paragraph per story. Share with the presenting exec.
```
### Weekly wiki gap finder
**Connectors:** Slack and Notion.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, search Dovetail for repeated questions in Slack messages ingested into Dovetail (or triggered by Slack webhooks matching question patterns) over the past 30 days. If the same question appears 3+ times, draft a Notion wiki entry. Notify the owning team lead in Slack to review — never auto-publish.
```
### Weekly objection of the week
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, identify the most common objection from calls in the past 7 days. Find the best-performing response — the one that unblocked deals. Post to #sales: objection, why it lands, winning response, real example. Keep it short.
```
### Quarterly OKR evidence brief
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every quarter, one week before OKR review, for each OKR pull supporting customer evidence from Dovetail. Create a brief per OKR: what customers said, how it maps to the goal, key quotes. If evidence contradicts the OKR direction, say so.
```
### New hire briefing
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
When a new senior hire is added to the tracker, compile a “What our customers think” doc covering top themes, common complaints, top praise, and unmet needs. Include verbatim quotes and links. Share on their first day.
```
### Cross-team complaint collision detector
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight is logged independently by 2 different teams on the same complaint, detect the overlap. Post to Slack tagging both teams, share links to each highlight, and suggest a single owner and a single thread to continue in. The agent never merges highlights automatically — teams decide how to consolidate.
```
Previous
Next
# Agent use cases library
Source: https://docs.dovetail.com/help/agents-use-cases/index
A library of example agent prompts you can copy and adapt, organized by team and use case, with the connectors each one relies on.
Example prompts you can adapt to build your own agents, organized by team and use case. Each shows the connectors it uses so you can see what’s possible when Dovetail talks to the rest of your stack.
}
href="/help/agents-use-cases/digital-twins-experts"
>
Talk to your customers, anytime.
}
href="/help/agents-use-cases/product-and-research"
>
Build the right thing.
}
href="/help/agents-use-cases/sales"
>
Win more deals.
}
href="/help/agents-use-cases/customer-success"
>
Expand and retain.
}
href="/help/agents-use-cases/marketing-and-growth"
>
Scale voice of customer.
}
href="/help/agents-use-cases/support-risk-quality"
>
Protect the business.
}
href="/help/agents-use-cases/product-strategy"
>
Shape direction.
}
href="/help/agents-use-cases/workspace-management-data-ops"
>
Keep the workspace healthy.
}
href="/help/agents-use-cases/enablement"
>
Upskill the org.
}
href="/help/agents-use-cases/storytelling-amplification"
>
Turn insights into momentum.
Ready to build your first agent? Start with a use case that matches your team, adapt the prompt, and connect the tools it needs.
# Marketing and growth
Source: https://docs.dovetail.com/help/agents-use-cases/marketing-and-growth
Agent prompts for marketing teams: case study candidates, testimonial quotes, customer language digests, and post-launch sentiment monitoring.
### Case study candidate scanner
**Connectors:** Hex and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, cross-reference NPS scores (9-10), Hex engagement (top decile), and Dovetail positive sentiment. For each qualifying account, draft a case study outline with challenge, solution, results, and top 3 verbatim quotes. Post top 3 to marketing lead in Slack.
```
### Testimonial quote drafter
**Connectors:** Gmail.
```txt Prompt icon="message-circle" wrap theme={null}
When a new doc is tagged “testimonial candidate,” find the 3 strongest verbatim quotes from that account across all Dovetail data. Draft a Gmail email to the primary contact with a warm intro, the specific quote, permission request, and publication context. Leave in Drafts.
```
### Weekly customer language digest
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, pull the most frequent phrases customers used in the past 7 days across calls, tickets, and docs. Group by theme: how they describe problems, solutions, and us vs. competitors. Post top 10 phrases with a real quote each to #marketing.
```
### Competitive positioning updater
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight is tagged with a competitor name in a sales call, extract the objection or comparison made. Note how the rep responded and whether it landed. Update the shared competitive positioning doc — only add responses that actually worked.
```
### Win story outline creator
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When an Opportunity closes won above $[threshold], pull discovery and demo call transcripts. Draft a win story outline covering the customer’s problem, why they evaluated, what tipped the decision, and top verbatim quotes. Save as a Dovetail doc and share with marketing.
```
### Post-launch sentiment monitor
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When a doc is published tagged “feature launch,” start a daily schedule for 14 days that searches Dovetail for new related mentions. Append each day’s finds to a running sentiment doc. On day 14, post a marketing-focused readout to #marketing with sentiment split, top praise, top friction, and misunderstandings called out separately.
```
### Campaign performance explainer
**Connectors:** Hex.
```txt Prompt icon="message-circle" wrap theme={null}
Every quarter, pull Hex conversion data for recent campaigns. Pull Dovetail qualitative feedback from the targeted segment during the campaign window. Create a doc pairing the numbers with the reasons — what worked, what didn’t, what customers said.
```
### Quarterly customer language report
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every quarter, extract the most common phrasing customers use to describe their problems from the past 90 days. Group by problem theme. Compare against last quarter — flag phrases gaining or losing frequency. Include exact phrases only.
```
Previous
Next
# Product and research
Source: https://docs.dovetail.com/help/agents-use-cases/product-and-research
Agent prompts for product and research teams: auto-tagging interviews, research digests, feature request ARR, and roadmap prioritization.
### Auto-tag new interviews
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When new interview data is uploaded, tag every highlight against the existing taxonomy. If 3+ highlights share a genuinely new theme, create an insight and propose a tag name. Post a summary to #research for the research lead.
```
### Weekly research digest
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, pull every doc and high-signal highlight created in the past 7 days. Group them by theme. Create a doc titled “Research digest — [week of X]” and post a 3-bullet summary with the link to #product.
```
### Feature request ARR calculator
**Connectors:** Salesforce and Linear.
```txt Prompt icon="message-circle" wrap theme={null}
When a “feature request” doc passes 10 mentions, search Dovetail for every related highlight and look up each account in Salesforce. Sum ARR by plan tier. Create a Linear ticket with the request summary, ARR breakdown, and top 5 customer quotes.
```
### Sprint planning evidence brief
**Connectors:** Linear.
```txt Prompt icon="message-circle" wrap theme={null}
Every two weeks at sprint kickoff, pull the sprint’s theme tags from Linear. For each ticket, search Dovetail for related highlights and attach the 3 most relevant verbatim quotes as a comment with account name and date.
```
### Post-launch reception monitor
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When a doc is published tagged “feature launch retro,” start a daily schedule for the next 14 days. Each day, search Dovetail for new mentions related to the launch and append to a running reception doc. On day 14, post a summary to #product tagging the PM with sentiment split, top praise, top friction, and confusion called out separately.
```
### Bug escalation ticket creator
**Connectors:** Linear and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight is escalated for the 3rd time on the same bug, search Dovetail for every mention in the past 90 days. Create a Linear ticket with affected accounts, plan tier, verbatim quotes, and severity. Ping the responsible PM in Slack.
```
### Quarterly roadmap prioritizer
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
Every quarter, pull all “feature request” insights from the last 90 days. For each, calculate frequency, ARR exposure via Salesforce, and recency-weighted urgency. Rank into Do now, Do next, Watch. Create a doc with methodology and top supporting quote per item.
```
### Churned account feedback compiler
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When an Account is marked “Closed Lost — churned” in Salesforce, pull every Dovetail highlight linked to that account. Create a “Churn reasons — [account]” doc with a timeline, verbatim quotes, and outstanding requests. Share with the account owner and product lead.
```
### A/B test qual-quant readout
**Connectors:** Hex.
```txt Prompt icon="message-circle" wrap theme={null}
When new data is uploaded tagged with an active A/B test name, pull qualitative feedback from the test period. Pull Hex statistical results for the same test. Create a readout doc pairing what the numbers show with why users behaved that way.
```
### Weekly usability friction digest
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, pull usability session highlights from Dovetail from the past 7 days. Group friction points by theme with the strongest verbatim quote per theme. Post a summary to #design with links to the underlying sessions.
```
### Changelog feedback tagger
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
When a new doc is published in the changelog folder, extract the feature or fix described. Search Dovetail for prior customer feedback requesting or reporting it. Tag those highlights with the changelog date and a “shipped” tag.
```
### “I think users want” checker
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Triggered by a Slack webhook when a message matches “I think users want,” “users would love,” or “customers keep asking for.” Search Dovetail for supporting or contradicting evidence. Reply in-thread with the mention count, top quote, and link — or note that nothing exists in research yet.
```
Previous
Next
# Strategy and executive narrative
Source: https://docs.dovetail.com/help/agents-use-cases/product-strategy
Agent prompts for strategy and exec teams: board deck narratives, executive summaries, annual planning synthesis, and investor update drafts.
### Monthly board deck narrative
**Connectors:** Hex.
```txt Prompt icon="message-circle" wrap theme={null}
Every month, pull growth metrics from Hex: revenue, retention, adoption. Pull qualitative themes from Dovetail: win reasons, churn reasons, top requests. Create a board-ready narrative doc — every metric paired with a customer voice.
```
### Monthly executive summary
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every month, compile churn reasons, win themes, and top feature requests. Weight each by ARR exposure. Rank into “needs strategic attention,” “worth watching,” “background.” Create a doc for exec review — under 2 pages.
```
### Weekly competitive win rate alert
**Connectors:** Salesforce and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, pull win/loss data by competitor from Salesforce. Compare to the trailing 90-day baseline. If any competitor’s win-rate-against-us crosses [threshold], post an alert to #competitive-intel with the data and recent deal context.
```
### Annual planning synthesis
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Once a year, pull all customer feedback themes from the past 4 quarters. Show trajectory: what was rising in Q1, what ended the year hot, what faded. Create a doc segmented by quarter with the top themes and their evolution.
```
### Daily executive meeting briefer
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Runs on-demand (or via a custom MCP webhook from your calendar tool) when the exec pastes in the day’s meeting list. For each meeting, compile a one-page brief covering relationship history, key stakeholders, current concerns, recent product experience, and likely asks.
```
### Quarterly investor update draft
**Connectors:** Hex.
```txt Prompt icon="message-circle" wrap theme={null}
Every quarter, pull growth trends from Hex. Pull the strongest testimonial highlights from Dovetail. Draft an investor update covering what changed, what customers said, and what’s next. Leave in draft for exec review.
```
### Strategic gap frequency tracker
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When an Opportunity closes lost tagged with a known strategic gap reason in Salesforce, increment the frequency tally and note the ARR lost. Quarterly, produce a report ranking gaps by ARR impact, not count.
```
### Weekly positioning gap scan
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, cross-reference recent market research with internal customer feedback themes. Flag where positioning describes something customers don’t experience — or where we’re missing language for something customers say matters. Notify product marketing.
```
Previous
Next
# Revenue and deal prompts
Source: https://docs.dovetail.com/help/agents-use-cases/sales
Agent prompts for sales teams: lead research briefings, objection handling, closed won and lost debriefs, and stalled deal analysis.
### New lead research briefing
**Connectors:** Salesforce and Gmail.
```txt Prompt icon="message-circle" wrap theme={null}
When a new Lead is created in Salesforce, extract firmographics and search Dovetail for past conversations with similar-profile companies. Draft a Gmail briefing with top 3 pain points, common objections, and winning responses. Send to the assigned rep.
```
### Negotiation objection loader
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When an Opportunity moves to “Negotiation” in Salesforce, identify the account’s segment and deal size band. Search Dovetail for objections raised by similar accounts. Add a note to the Opportunity with the top 5 objections, frequency, and best-performing responses.
```
### Closed lost debrief
**Connectors:** Salesforce and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When an Opportunity closes lost, pull every Dovetail interaction with the account. Identify the earliest hesitation signals and compare to the stated reason for loss. Post a debrief to #deal-reviews: what happened, why per signals, what could shift next time.
```
### Closed won CS handoff
**Connectors:** Salesforce and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When an Opportunity closes won, pull every Dovetail touchpoint from the sales cycle. Create a handoff doc covering stated goals, promises made, concerns raised, and key stakeholders. Tag the assigned CSM in Slack with the link.
```
### Weekly competitive mention digest
**Connectors:** Salesforce and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, pull competitor mentions from customer calls, support tickets, and Slack #competitors from the past 7 days. For each open Opportunity, update the “Competitive context” custom field in Salesforce with the top 3 relevant mentions.
```
### Strategic opportunity research brief
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When a new Opportunity above $[threshold] is created in Salesforce, pull every prior Dovetail interaction with the account. Create a doc with relationship history, key stakeholders, stated goals, unresolved concerns, and recent sentiment shifts. Tag to the Opportunity.
```
### Renewal sentiment scanner
**Connectors:** Salesforce and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Triggered by a Salesforce Flow that fires 30 days before an Opportunity’s renewal date. On trigger, search Dovetail for negative sentiment from the past 90 days for that account. If found, assess severity and DM the account owner in Slack with the top 3 signals and the risk level.
```
### Champion contact updater
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight is tagged “champion,” identify the speaker and their Salesforce Contact record. Update role, seniority, and business unit if not accurate. Add a note summarizing what they care about, what they’ve asked for, and what they’ve praised.
```
### Budget risk scanner
**Connectors:** Salesforce and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, search Dovetail for mentions of “budget cut,” “headcount freeze,” or “vendor consolidation” in the past 7 days. Cross-reference speakers against Salesforce accounts. Tag matching accounts “Budget risk” and post to the CS lead in Slack.
```
### Forecast evidence brief
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, pull every open Opportunity in the current quarter’s pipeline. For each, find the strongest customer quote from Dovetail supporting or challenging the deal. Add it as a note on the Opportunity.
```
### Post-demo follow-up drafter
**Connectors:** Gmail.
```txt Prompt icon="message-circle" wrap theme={null}
When a new doc is tagged “post-demo,” extract what was demoed, what stakeholders reacted to, what questions were raised, and next steps agreed. Draft a Gmail email under 200 words addressed to the primary contact. Leave in Drafts.
```
### Stalled deal objection finder
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
Triggered by a Salesforce Flow when an Opportunity’s stage age reaches 21 days (or run weekly to query Salesforce for stalled Opps via the connector). Search Dovetail for objection patterns in similar past stalled deals at the same stage. Add a note to the Opportunity with the top 3 likely objections and past unblocking tactics that worked.
```
Previous
Next
# Storytelling and momentum
Source: https://docs.dovetail.com/help/agents-use-cases/storytelling-amplification
Agent prompts for sharing customer stories internally: weekly quote posts, win stories, NPS promoter finds, and quarterly impact reels.
### Weekly customer moment post
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, find the most powerful verbatim quote captured in Dovetail this week. Post to #customer-love with the quote, the customer, the context, and a link. Keep it short — one quote, one context line. Let the customer speak.
```
### Win story creator
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When an Opportunity closes won in Salesforce, pull the customer’s journey from first Dovetail touchpoint to close. Create a shareable doc: starting problem, evaluation, what tipped the decision, key quotes. Share to #win-stories.
```
### NPS promoter story finder
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight is tagged “NPS promoter,” check the account for prior positive signals, product usage, and case study eligibility. If strong, notify marketing and CS in #customer-stories with a candidate summary.
```
### Quarterly impact reel
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every quarter, pull the most cited docs — used in decisions, docs, exec reviews. For each, extract the strongest verbatim quote and the outcome. Create an all-hands-ready doc: insights, quotes, decisions influenced, results delivered.
```
### “We listened” recap creator
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
When a doc is published tagged “milestone shipped,” find the original customer requests tied to the milestone. Create a “You asked, we shipped” recap doc with original request, verbatim quotes, and delivered feature. Share with CS to distribute.
```
### Monthly advocacy candidate finder
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every month, identify customers who’ve given feedback 3+ times in the past 90 days. Weight by sentiment and depth of engagement. Flag the top candidates for the advocacy program lead.
```
Previous
Next
# Support, risk and quality
Source: https://docs.dovetail.com/help/agents-use-cases/support-risk-quality
Agent prompts for support, risk, and quality teams: security and legal flagging, compliance scans, sentiment audits, and taxonomy checks.
### Security concern ticket creator
**Connectors:** Linear and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight is tagged “security concern,” create a Linear ticket flagged urgent. Attach the verbatim highlight, affected account, and related context. Notify the security lead in #security immediately.
```
### Daily compliance scanner
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every day, scan new support data for GDPR, CCPA, data deletion, data export, or right-to-be-forgotten language. For each match, create a tracked record with account, request type, verbatim quote, and response deadline. Notify the legal team.
```
### Support response sentiment audit
**Connectors:** Hex and Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, pull support response time data from Hex (or from support data ingested into Dovetail) for the past 7 days. Cross-reference against customer sentiment in Dovetail. Flag accounts where slow response correlates with negative sentiment. Post to support leadership in #support-leads with the pattern and suggested triage.
```
### Legal concern record creator
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight is tagged “legal concern,” create a doc in the pre-configured Legal and Compliance project (access on that project is owned and set by humans, not the agent). Include verbatim quote, account, context, and any related prior mentions. Notify the legal team in #legal-alerts.
```
### Nightly taxonomy consistency scan
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every night, scan highlights tagged in the past 24 hours. Flag any tag applied outside the approved taxonomy. Post a review list to the research ops lead in the morning. Flag only — never auto-retag.
```
### Fix confirmation notifier
**Connectors:** Linear and Gmail.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, find Linear tickets closed as “Fixed” in the past 7 days. Match each to original customer reports in Dovetail. Draft a personalized Gmail notification for each affected customer. Route to the account owner for review before sending.
```
### Known issues expert
**Connectors:** Linear.
```txt Prompt icon="message-circle" wrap theme={null}
When @mentioned with a bug description, search Dovetail and Linear for prior reports. Return: is this known (yes/no), Linear ticket link, current status, and workaround if any. If unknown, offer to create a new tracked report.
```
### Bug vs usage spike checker
**Connectors:** Hex.
```txt Prompt icon="message-circle" wrap theme={null}
When a highlight tag spikes 3x baseline in 24 hours, pull Hex data for related feature usage in the same window. If usage also spiked, reports may reflect attention. If usage is normal but reports spiked, it’s a real quality issue. Post the interpretation to the PM.
```
Previous
Next
# Workspace management and data ops
Source: https://docs.dovetail.com/help/agents-use-cases/workspace-management-data-ops
Agent prompts for keeping a workspace tidy: stale project reminders, health reports, permission reviews, duplicate and orphaned data scans.
### Monthly stale project reminder
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every month, identify projects with no activity in 90+ days. DM the project owner in Slack: “This project has been inactive since [date]. Archive it in Dovetail if you’re done.” The agent never archives or deletes — the human confirms and acts in Dovetail directly.
```
### Weekly workspace health report
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, compile active projects, stale data, tagging consistency, and missing metadata rate. Compare to trailing 4-week baseline. DM to the ops lead with any trends worth attention.
```
### Monthly permission review reminder
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every month, DM the workspace admin in Slack with a checklist reminder: “Review project access against your data governance policy this month. Check: (1) any newly created projects, (2) any projects with sensitive data, (3) any projects with external collaborators.” The agent does not read or change project permissions — this is a human-owned review.
```
### Weekly duplicate doc scanner
**Connectors:** None.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, scan insights created in the past 7 days. Compare against existing insights across all projects for semantic overlap. Flag potential duplicates for the research ops lead. Never auto-merge — duplicates are sometimes intentional.
```
### Contact record reconciler
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, compare contact records across Salesforce and Dovetail. Flag mismatches: missing records, name discrepancies, role changes. Notify the workspace admin. Never auto-reconcile — humans decide.
```
### Plan tier tag syncer
**Connectors:** Salesforce.
```txt Prompt icon="message-circle" wrap theme={null}
When an Account’s plan tier changes in Salesforce, update the matching tag in Dovetail. Log the change for audit.
```
### Missing metadata follow-up
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
When data is uploaded missing required metadata, identify the uploader. Create a Slack follow-up task: “Add [missing fields] to [data item].” Due in 3 business days. Be specific — generic prompts get ignored.
```
### Weekly orphaned data scanner
**Connectors:** Slack.
```txt Prompt icon="message-circle" wrap theme={null}
Every Monday, identify data uploaded outside any active project in the past 7 days. DM the uploader in Slack: “This data isn’t in a project. File it in [suggested project]?” Track resolution.
```
Previous
Next
# Guide to writing instructions
Source: https://docs.dovetail.com/help/agents/agent-instructions
How to write agent instructions that focus on outcomes rather than steps, with patterns for digests, taggers, summarizers, and competitor watches.
Instructions are a key lever on agent quality. Skills give an agent knowledge and tools give it capability, but instructions can help decide whether the output or actions are useful.
## Focus on outcomes, not steps
Describe what a good result looks like. Let the agent figure out how to get there. Agents are stronger at executing toward a defined outcome than at following a rigid procedure, and step-by-step instructions tend to break the moment the input shape changes.
**Weak—step-by-step**
> Open the Support channel. Read every data point from the last seven days. Group them into themes. For each theme, write a paragraph. Add a quote. Put it all in a doc.
**Strong—outcome-focused**
> Summarize new data in the Support channel from the past week. Group findings by theme, lead with the most urgent issue, and include one direct quote per theme. If there are no findings, say so and do not create them. Output as a doc titled "Support digest—\[week of]."
The second version tells the agent what "done" looks like. It can adapt when the data is thin, when a theme dominates, or when nothing urgent has come in.
## Anatomy of a strong instruction
Every effective instruction answers four questions:
* **What is the agent producing?** A doc, a channel comment, a tag applied, a message sent.
* **What data should it pull from?** A specific channel, project, folder, or time window.
* **How should the output be structured?** Sections, ordering, length, format.
* **What decisions does the agent get to make?** Which items to prioritize, what to filter out, what to do when it can’t complete it’s task.
If any of these is unclear, the agent will guess.
## Common patterns
**Weekly digest**
> Every Monday, summarize new data added to the \[Channel name] channel over the past week. Group findings by theme, lead with the most urgent issue, and include one direct quote per theme. Output as a doc in the \[Folder name] folder.
**Tagger**
> For each new data added to project X, apply tags from the taxonomy in the attached skill doc. Only apply tags that clearly match—if a data point doesn’t fit any tag, leave it untagged rather than forcing a match.
**Summarizer**
> When triggered, read the attached transcript and produce a one-page summary with three sections: what was discussed, key decisions, and open questions. Include timestamps for anything the reader might want to revisit.
**Competitor watch**
> Every Friday, search the web for public announcements from \[competitors] over the past week. Summarize each into two sentences—what shipped and why it matters to us. Output as a doc and email me.
## How personas actually change output
A persona shapes tone and phrasing. It doesn’t change what the agent does or what it can access. Think of it as adjusting the voice, not the job.
**Same instructions, different personas**
Instruction: *Summarize the week’s support tickets grouped by theme.*
* Persona: "Concise analyst" → short sentences, bullet points, no editorializing
* Persona: "Friendly researcher" → warmer framing, more context around each theme, gentler language on urgent issues
* Persona: "Skeptical PM" → leads with the pattern that suggests a product problem, questions assumptions in the data
Personas are most useful when the output has a human audience. For agents that only tag data or route items, a persona adds nothing—skip it.
## Common mistakes
**Too vague.** "Summarize the channel" leaves format, cadence, ordering, and destination undefined. Every run will look different.
**Too rigid.** Listing every step forces the agent down a brittle path. When the data doesn’t match the shape you assumed, the whole run derails.
**Mixing multiple jobs.** An agent that tags data, writes summaries, and sends notifications will do all three worse than three focused agents would do individually.
**Assuming context.** The agent only knows what you’ve written into instructions and what’s attached as skills. If a term is internal shorthand, define it or attach a glossary.
## Test before you schedule
Run any new agent on demand two or three times before setting a recurring trigger. Read the output, adjust the instructions, and run again. 20 minutes of iteration up front prevents a month of scheduled runs producing the wrong thing.
# Agent triggers
Source: https://docs.dovetail.com/help/agents/agent-triggers
Choose when an agent runs: on demand, on a schedule, on a Dovetail event, from an external webhook, or as a Digital Twin in chat.
A trigger defines when or how your agent runs. The right choice depends on how the work actually happens—on a cadence, in response to something, or only when you ask.
## Trigger types
| Trigger | When to use it |
| :--------------- | :--------------------------------------------------------------------------------------------------------------------------------------- |
| On-demand | You want full control. The agent only runs when you click Run now or invoke it in chat. |
| Scheduled | The work is recurring on a predictable cadence—daily digests, weekly summaries, monthly rollups. |
| Dovetail events | The work should happen the moment something changes inside Dovetail—a new project data point, a new highlight, a new doc, a tag applied. |
| External webhook | The work is triggered by a system outside Dovetail. |
| Digital Twin | The agent should behave as a continuous active listener in chat. See [Digital Twins](/help/agents/digital-twins). |
## On-demand
The simplest trigger. No schedule, no events—the agent sits idle until you run it manually or mention it in chat with @.
Good fits: one-off analysis with deep skills docs, exploratory summaries, agents you invoke conversationally, agents you only need to use at specific times for a specific task.
## Scheduled
Scheduled agents run on a recurring cadence you define. Use them for anything predictable—a Monday morning digest, a Friday competitor scan, an hourly triage sweep.
### Choosing a cadence
Match the schedule to the freshness of the data. If new items land every few minutes, a daily digest is probably enough. If items land once a week, a daily run wastes context and produces empty output most days.
Common cadences and when they fit:
* **Hourly**—high-volume sources where fast response matters
* **Daily**—inbox-style summaries, tagging sweeps, standup summaries
* **Weekly**—team digests, retros, competitor scans, trend reports
* **Monthly**—executive rollups, quarterly prep
### Setting the schedule
Schedules use a picker with natural language input—describe when you want the agent to run and Dovetail translates it into a cadence. Examples: "every Monday at 9am," "weekdays at 5pm," "the first of every month."
### Timezone behavior
Schedules run in your local timezone by default. You can override the timezone in the schedular UI if the agent should fire for a different region or a shared team time.
## Dovetail events
Event triggers fire the moment something changes in your workspace. The agent runs immediately, with the changed item as its input.
### Available events
| Event | Fires when |
| :-------------------- | :------------------------------------------ |
| Data added to project | A new data is added to a specific project |
| Highlight created | Someone creates a highlight on a transcript |
| Doc created | A new doc is created in a specific folder |
| Tag applied | A specific tag is applied to any data |
### Example patterns
**Auto-tag new project data**
> Trigger: Data added to project Instructions: When new data lands in the project, apply tags from the attached taxonomy. If the data doesn’t clearly match any tag, leave it untagged rather than force a match.
**Notify on churn signals**
> Trigger: Tag applied (Churn risk) Instructions: When this tag is applied, summarize the data point in two sentences and post to the #cs-alerts channel in Slack.
**Enrich new docs**
> Trigger: Doc created Instructions: When a new doc is created in the \[Folder name] folder, generate a one-paragraph summary and add it as a comment at the top of the doc.
## External webhook
For triggers coming from Salesforce, Linear, Jira, or any other external system. Connecting Salesforce is covered in [Connect Salesforce](/help/agents/connect-salesforce).
## Digital Twin
Digital Twin agents don’t use the trigger types above. They run as continuous active chat listeners when invoked. See [Digital Twins](/help/agents/digital-twins).
## Choosing the right trigger
Ask two questions:
1. **Does the work happen on a cadence, or in response to something?** Cadence → Scheduled. Response → Dovetail event or External webhook.
2. **How fast does the response need to be?** Real-time → event. Same-day → schedule. Only when needed → on-demand.
When in doubt, start with on-demand. Once the agent is producing good output reliably, move it to the trigger that reflects the real workflow.
# Connect Salesforce
Source: https://docs.dovetail.com/help/agents/connect-salesforce
Connect Salesforce to Dovetail through its hosted MCP server so chat and agents can work with live Salesforce data.
Give chat and Agents live access to Salesforce through its hosted MCP server. (Separate from Salesforce Service Cloud case sync.
You need Salesforce System Admin access, one-time per org. Connected Apps aren’t supported—hosted MCP requires an External Client App.
## 1. Build the MCP server (optional)
Skip this step if you’re using a standard server like `sobject-all`.
If the standard servers give more or less than you want, you can curate your own instead — combining tools from multiple standard servers, or adding tools backed by your own Apex, Flows, or APIs.
1. Go to **Setup → Quick Find → API Catalog → MCP Servers**.
2. Click **Create Salesforce MCP Server**.
3. Enter a unique label, name, and description → **Create**.
4. Make sure the server is deactivated, then click **Add Server Assets → Add Tools** to map in Apex actions, Apex REST/AuraEnabled APIs, Flows, Named Query APIs, or Agentforce agents.
Scope custom servers to a persona (e.g. a "sales rep" server or "data hygiene" server) rather than exposing everything in one place — clients tend to pick tools less reliably once there are more than a few dozen to choose from.
## 2. Enable the hosted MCP server (Salesforce)
Servers are off by default; an admin turns them on.
1. Go to **Setup → Quick Find → MCP Servers** (under API Catalog) → open **Salesforce Servers** (or your custom server from step 1).
2. Toggle on the server(s) you need. Common standard ones:
* `sobject-all` — full read/write/query across standard and custom objects (still bound by the user’s FLS, object perms, and sharing rules).
* `salesforce-api-context` — object metadata / API context.
* `metadata-experts` — metadata generation (Beta).
Activation takes \~2 min.
## 3. Create the External Client App (Salesforce)
1. Go to **Setup → Quick Find → External Client App Manager → New External Client App**.
2. Fill in **Basic Information**, expand **API (Enable OAuth Settings)**, check **Enable OAuth**.
3. Set the **Callback URL**:
```text theme={null}
https://dovetail.com/account/integration/oauth/mcp
```
4. Under **Selected OAuth Scopes**, add only:
* Access MCP servers (`mcp_api`)
* Perform requests at any time (`refresh_token`)
5. **Check**:
* Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows
* Issue JSON Web Token (JWT)-based access tokens for named users
6. **Leave unchecked**:
* Enable Authorization Code and Credentials Flow
* Enable Client Credentials Flow
* Require Secret for Web Server Flow
* Require Secret for Refresh Token Flow
7. **Save**.
The External Client App can take up to \~30 min to become usable after saving.
## 4. Copy two values
* **Consumer Key** — the app → **Settings → OAuth Settings → Consumer Key and Secret** (enter the emailed verification code).
* **MCP server URL** — from the MCP Servers connection details.
## 5. Connect from Dovetail
1. In an agent, go to **External tools → Salesforce → Connect** (or use the connector picker in chat).
2. Paste the **MCP server URL** and **Consumer Key**.
3. Approve the Salesforce popup.
4. Toggle Salesforce on per agent.
Connection is per-person.
# Digital Twins
Source: https://docs.dovetail.com/help/agents/digital-twins
A Digital Twin is an agent built from your customers' real words, so you can ask a segment questions in chat and trace every answer to its source.
A Digital Twin is an agent built from your customers’ actual words. Unlike general AI, which is trained on the open web, a Dovetail Digital Twin draws only from the sales calls, support tickets, interviews, surveys, and other feedback you’ve centralized in Dovetail. When you ask it a question, the answer reflects what your customers have actually said—not a synthetic average of what customers everywhere might say.
Digital Twins run as continuous listeners. Interact with one in chat and it stays in persona across the conversation, responding like the segment it represents.
## Real data, not synthetic
Most AI personas are guesses dressed up as insight. A Digital Twin is different because its knowledge is grounded in the evidence layer you’ve already built. The result is a customer you can query—one whose answers are traceable back to a specific interview, ticket, or call.
| A Digital Twin | A generic AI persona |
| :------------------------------------------- | :--------------------------------- |
| Trained on your Channels, projects, and docs | Trained on the open web |
| Cites real quotes and sources | Invents plausible-sounding quotes |
| Reflects a specific segment you define | Reflects an averaged, generic user |
| Updates as new data lands in Dovetail | Static until retrained |
***
## How twins fit with the rest of Dovetail
A Digital Twin isn’t a separate product—it’s an [agent](/help/agents) with its agent type set to **Digital Twin**. Everything that applies to agents applies here: skills, external connectors, Dovetail tools, sharing, and roles.
What’s different is the trigger. Where other agents run on a schedule, on a Dovetail event, or on demand, a twin doesn’t run in bursts at all. It behaves as a continuous active listener you talk to in [Chat](/help/chat). See [Agent triggers](/help/agents/agent-triggers) for how the trigger types compare.
Everything else feeds it:
| Source | What it contributes to the twin |
| :------------------------------------------- | :-------------------------------------------------------------------------------------------------- |
| [Channels](/help/channels) | Continuous, high-volume feedback—support tickets, reviews, survey responses, NPS and CSAT verbatims |
| [Projects](/help/projects) | Interviews, transcripts, sales calls, and the highlights your team has already made on them |
| [Docs](/help/docs/getting-started-with-docs) | Your team’s existing synthesis—research write-ups, segment definitions, strategy background |
| Folders | A convenient way to attach a whole body of work in one @mention |
A twin can only see data your account can already access in Dovetail. Attaching a source to a twin doesn’t grant anyone new permissions.
***
## Get started
Open **Agents** from your sidebar and select **Create agent**. Set the agent type to **Digital Twin**.
Give it a name that reflects the segment it represents—for example, "Enterprise admin" or "Churned SMB customer." The name is how teammates will find it in chat, so make it obvious who they’re about to talk to.
Describe who this twin is and how they should respond. Focus on the segment, their context, and the perspective they hold.
@mention the channels, projects, docs, and folders that contain data from this segment. These become the twin’s context.
Attach any skills the twin should follow—tone-of-voice guides, persona briefs, or reference frameworks. Skills shape how the twin communicates and help it get the task done.
Enable connectors only if the twin needs to reference data outside Dovetail—recent Salesforce activity, HEX threads, or a Linear project. Then review the Dovetail tools available to the twin and disable anything it doesn’t need.
Ready-made instruction prompts for account twins, persona twins, churned customer twins, and advisory board twins are in the [Digital Twin use cases](/help/agents-use-cases/digital-twins-experts) library.
***
## Scoping a twin
Scope is the single biggest lever on twin quality. A twin represents one voice, so decide whose voice it is before you attach anything.
| Scope | What it represents | Good for |
| :------------- | :---------------------------------------------------------------------------------------- | :------------------------------------------------------------------------------- |
| **An account** | One named customer, built from every call, email, doc, and highlight in that relationship | Renewal prep, QBR rehearsal, pressure-testing a proposal before you send it |
| **A segment** | A commercial tier or cohort—enterprise, mid-market, SMB, churned | Pricing and packaging decisions, positioning, understanding a tier’s objections |
| **A persona** | A role-based archetype—the enterprise buyer, the admin, the evaluator | Concept testing, messaging, deciding what to build for whom |
| **A behavior** | A group defined by what they did—power users, new customers, people who churned | Retention work, onboarding design, understanding why usage looks the way it does |
Whichever you choose, write the scope into the twin’s name and instructions so it’s unambiguous. Name the segment precisely: "Enterprise admin in regulated industries" produces sharper answers than "Enterprise user."
Resist the temptation to build one twin for "our customers." A twin blended from every segment you serve averages away exactly the differences you built it to find.
***
## What powers your twin
A Digital Twin’s answers are only as sharp as the data behind it. Attach sources that represent the segment clearly and exclude data that doesn’t.
Interviews and transcripts give the twin voice and phrasing. Support tickets surface pain points and workflow friction. Sales calls capture buying context and objections. Surveys and reviews add breadth. Docs give the twin your team’s existing synthesis to build on.
Keep it focused. A twin assembled from 40 interviews with one segment will outperform a twin assembled from 400 mixed interviews across every segment you serve.
### What separates a strong twin from a weak one
| | Strong twin | Weak twin |
| :--------------- | :---------------------------------------------------------------------------------------------- | :------------------------------------------------------------------- |
| **Scope** | One clearly defined account, segment, persona, or behavior | "Our customers," or several segments blended together |
| **Depth** | Enough conversations that patterns repeat rather than resting on one loud voice | A handful of sources, so single opinions read as segment-wide truths |
| **Source mix** | Interviews for voice, tickets for friction, calls for buying context, surveys for breadth | One source type only—all tickets, or all sales calls |
| **Recency** | Attached sources still receiving new data, and stale material removed | Attached to a project that stopped being added to a year ago |
| **Instructions** | State who the twin is, that it should answer in first person, and that it should cite specifics | A one-line persona label with no perspective or grounding rules |
Build multiple twins, not one. A twin per segment—power user, new customer, churned customer, evaluator—gives you a panel you can query in parallel rather than a single averaged voice.
***
## Keeping a twin current
Twins don’t need retraining. As new interviews and tickets land in the attached Channels and projects, the twin’s understanding evolves automatically.
That only holds if what’s attached is still the right data, so it’s worth a periodic review:
* **Check the attached sources still represent the segment.** If a project has been repurposed, or a channel now ingests feedback from a different audience, detach it.
* **Add new bodies of work as they land.** A fresh round of interviews with the same segment makes the twin sharper; it won’t be picked up unless it’s attached.
* **Retire sources that have gone quiet.** A project nobody has added to in a year drags the twin toward how the segment used to talk.
* **Re-read the instructions after a repositioning.** If your segment definitions changed, the twin’s description of itself should change too.
* **Spot-check after big changes.** Ask the twin a question you already know the answer to and see whether the response reflects the newest data.
***
## Talking to your twin
Click the Digital Twin icon in chat to enter the twin’s persona. From there, ask anything you’d ask a real customer:
* "Walk me through the last time you tried to onboard a new team member."
* "What would make you churn?"
* "How do you feel about the pricing change we’re considering?"
The twin responds in character, citing the underlying data. Ask for the source of any answer and it will return the specific quote, transcript, or ticket it drew from.
Click the Digital Twin icon again to exit the persona and return to standard chat.
You can also type **@** followed by the twin’s name in chat to bring it into a conversation without entering its persona for the whole thread.
### Questions twins answer well
Twins are strongest on questions about lived experience—things a real customer in that segment has already talked about.
* **Recall.** "Walk me through the last time X broke for you." The twin has transcripts of people describing exactly that.
* **Language.** "What would you call this feature?" Useful when you’re naming something or writing copy for this audience.
* **Objections.** "What’s the first thing you’d push back on here?" Sales calls are full of real objections from this segment.
* **Priorities and trade-offs.** "If we could only fix one of these, which matters more to you?" Grounded in how customers have weighed these before.
* **Reactions to a concept.** Share a design or a spec and ask what lands and what doesn’t.
### Questions twins answer badly
* **Anything nobody has discussed.** If no customer has talked about a feature or scenario, there’s nothing to draw on—and the twin should tell you so.
* **Forecasts and numbers.** "What percentage of us would upgrade?" A twin reflects what customers said; it doesn’t model behavior statistically.
* **Questions outside the scope you defined.** An enterprise admin twin has no useful view on SMB pricing.
* **Questions about the future.** Customers can describe what they’ve experienced and what they want. Neither they nor their twin can tell you what they’ll do next quarter.
Treat it like a real interview. Ask open questions, follow up on the interesting answer rather than moving to your next scripted question, and push back when something sounds too convenient.
***
## Where to trust a twin—and where to verify
Every answer a twin gives should be traceable. That traceability is the point, and it’s also how you check the twin’s work.
**Trust a twin for direction.** Which themes recur, what language this segment uses, where the friction sits, what they’d object to. These are patterns across many conversations, and the twin is summarizing evidence you can inspect.
**Verify before you quote.** A twin summarizes, so the words it produces may not be words any customer said verbatim. Ask for the source, open the cited interview, ticket, or call, and use the original quote in your deck or doc—not the twin’s paraphrase.
**Verify before a high-stakes decision.** Ask the twin to cite its sources, then check whether the answer rests on 30 conversations or on one unusually vocal customer. The underlying data is the ground truth; the twin is a fast way to find it.
**Don’t treat silence as evidence of absence.** If a twin says nothing has been said about a topic, that means nothing has been said in the sources you attached. It may still be live somewhere else in your workspace.
A twin cites only content you can already access in Dovetail. If a teammate sees a different answer to the same question, check what each of you has access to.
***
## Best practices
Name the segment precisely. "Enterprise admin in regulated industries" produces sharper answers than "Enterprise user."
Refresh the source data. As new interviews and tickets land in the attached Channels and projects, your twin’s understanding evolves automatically. No retraining required.
Build multiple twins, not one. A twin per segment—power user, new customer, churned customer, evaluator—gives you a panel you can query in parallel rather than a single averaged voice.
Pressure-test answers. Ask the twin to cite its source, then verify against the original data. Twins are grounded, but they still summarize—the underlying quote is the ground truth.
Tell it to push back. Instructions like *"push back when concepts don’t land—don’t hedge to be helpful"* produce far more useful sessions than a twin optimized to agree with you.
Share the twins that work. Sharing an agent lets teammates run it without letting them change how it works. See [Sharing agents](/help/agents#sharing-agents).
***
## What a Digital Twin can’t do
A twin can only speak to what’s in the data you’ve attached. Guardrails keep the twin honest—when no customer has discussed a feature or scenario, the twin should say so rather than invent a response. This is intentional. Decisions should rest on evidence, not extrapolation.
Twins also don’t predict future behavior in a statistical sense. They reflect what customers have said. Use them to understand context, motivations, and language—not to forecast conversion rates.
A twin is also not a replacement for talking to customers. It’s the fastest way to get to the questions worth asking a real one, and a way to avoid spending a live interview on something you already have the answer to.
***
## Related
How agents are built, shared, and scoped
Ready-made prompts for account, persona, and churned customer twins
What separates a strong instruction from a weak one
Where you talk to your twin
## FAQs
**Managers** and **Contributors** can create and edit Digital Twins. For plans without role assignments, any user with a ***paid*** seat has permission to create.
* **Viewers** cannot create or edit Digital Twins (since Digital Twins are a type of Agent), but they can access and chat with existing ones.
Digital Twins use the same access control system as projects, channels, and folders. See [Access and permissions](/help/access-and-permissions), or the [Agents FAQs](/help/agents#faqs) for more.
One per voice you actually need to hear from. Most teams start with two or three—a core persona, a churned customer, and a key account—and add more as specific questions come up. A twin that nobody queries is easier to delete than to maintain.
No. Twins draw on the channels, projects, docs, and folders attached to them, so new data flowing into those sources is picked up automatically. What does need attention is the list of attached sources itself—see [Keeping a twin current](#keeping-a-twin-current).
Yes. Share the agent and teammates can enter its persona in chat. They each see answers grounded in the data their own account can access, so responses can differ if your permissions differ.
Usually because nothing in the attached sources covers the question. Check what’s attached, whether those sources actually contain data from this segment, and whether the scope you defined is narrower than the question you’re asking.
# Dovetail tools
Source: https://docs.dovetail.com/help/agents/dovetail-tools
The actions an agent can take in your workspace across projects, docs, channels, and the workspace, and why scoping them makes agents more reliable.
Tools are the actions an agent can take inside your workspace. Every tool is enabled by default. Disabling tools you don’t need makes the agent faster, cheaper, and more accurate—the fewer options an agent has, the less likely it is to pick the wrong one.
## Why scope tools
Agents choose which tool to call based on the instructions and the current state of the run. When five tools could plausibly satisfy a step, the agent has to reason about which one fits. When only one tool applies, there’s nothing to get wrong.
The pattern to follow: enable exactly what the agent needs, disable everything else. An agent that writes a weekly summary doc doesn’t need channel tools, workspace tools, or the ability to create other agents. Turning those off doesn’t reduce what the agent can do—it improves how reliably it does the thing you actually want.
## Projects
Actions for working with research projects, the data inside them, and the tags applied to that data.
| Action | What it does |
| :-------------------------- | :------------------------------------------------------------------ |
| Create project | Spins up a new project with a name |
| Rename project | Updates a project’s name |
| Delete project | Permanently removes a project and its contents |
| Add data to project | Attaches a data point (transcript, note, recording) to a project |
| Create highlight | Marks a specific span of a transcript or doc as significant |
| Attach audio or video | Adds media to a project |
| Add utterance to transcript | Appends a new utterance to an existing transcript |
| Create tag | Creates a new tag in the project, or applies directed existing tags |
**Example scoping**
An agent that is instructed to highlight key words or sentiment does not need Create tag tool toggled. Only Create highlight needs to be configured on.
## Docs
Actions for creating and editing docs.
| Action | What it does |
| :--------------- | :------------------------------------- |
| Create doc | Writes a new doc in a specified folder |
| Update doc | Edits an existing doc |
| Delete doc | Permanently removes a doc |
| Add comment | Posts a comment on a doc |
| Resolve comment | Marks a comment as resolved |
| Edit doc content | Edits and overwrites doc content |
**Example scoping**
A weekly digest agent needs *Create doc* only. Turn off update, delete, and comment tools so it can’t accidentally overwrite last week’s digest.
## Channels
Actions for working with Channels—the always-on ingestion layer.
| Action | What it does |
| :------------- | :--------------------------------- |
| Create channel | Sets up a new channel |
| Delete channel | Removes a channel and all its data |
| Create topic | Adds a new topic within a channel |
| Update topic | Edits an existing topic |
| Add data point | Ingests a new item into a channel |
**Side effects to know**
Deleting a channel removes every data point inside it. Deleted channels and their contents are recoverable—contact support if you need to restore one.
**Example scoping**
A support triage agent that reads from a channel and adds tags doesn’t need any Channel tools enabled—reading is implicit, and it isn’t creating or modifying the channel itself.
## Workspace
Actions for working with folders, contacts, and custom fields.
| Action | What it does |
| :------------- | :----------------------------------- |
| Create folder | Makes a new folder |
| Rename folder | Updates a folder name |
| Delete folder | Removes an empty folder |
| Create contact | Adds a new contact record |
| Update contact | Edits contact details |
| Delete contact | Removes a contact |
| Create field | Adds a custom field to the workspace |
| Update field | Edits a field |
| Delete field | Removes a field |
**Side effects to know**
Folders can only be deleted when empty. Move or delete their contents first. Deleting a custom field removes that field’s values from every record that had it—this action is not recoverable.
## Agents
A single meta-capability: create new agents.
| Action | What it does |
| :----------- | :--------------------------------------------------- |
| Create agent | Configures a new agent programmatically during a run |
## Combining tools
Some agents need tools from more than one category. A few common combinations:
* **Digest agent**—Docs: Create doc. Everything else off.
* **Tagger**—Projects: apply existing tags only. Everything else off.
* **Interview intake**—Projects: Add data, Attach audio or video. Workspace: Create contact. Everything else off.
* **Triage and route**—Projects: Create highlight, apply tags. Docs: Add comment. Everything else off.
Start narrow. Add a tool only when the agent tells you it needs one—if a run fails because a required action isn’t available, you’ll see it immediately and can enable exactly what’s missing.
# AI personas
Source: https://docs.dovetail.com/help/ai-personas/index
Use Digital Twins as personas your team can talk to, for testing concepts, rehearsing objections, and preparing for real customer interviews.
A [Digital Twin](/help/agents/digital-twins) is an agent built only from what one account, segment, persona, or behavioral group has said in your workspace. You ask it a question in [Chat](/help/chat) and it answers in character, citing the interview, ticket, or call the answer came from.
Every answer cites its source, so you can open that source and judge whether the twin represented it accurately. A twin also draws on the Channels and projects attached to it, so it reflects new feedback as it arrives, rather than describing customers as they were when a persona document was written.
The [Digital Twins](/help/agents/digital-twins) page covers building one. This page covers using them across a team.
***
## Decide which twins to build
Build twins for the questions your team asks repeatedly, such as whether enterprise buyers would accept a price change, why particular accounts left, or whether a flow makes sense to a new user. Each recurring question identifies one voice worth representing. A twin scoped this way gets used, because it answers a question the team already has.
Build several narrow twins rather than one broad one. Three twins asked the same question show where segments disagree. A single twin for “our customers” combines those differences into one answer.
How to choose between an account, segment, persona, or behavior, and how to attach the right data to each.
***
## Write instructions that produce useful answers
Instructions have the largest effect on how a twin responds. Three instructions do most of the work:
* **Speak in first person.** Ask the twin to use “I” and “we” rather than “customers in this segment tend to”. First-person answers read as a customer response rather than as a summary of one.
* **Push back.** Include an instruction such as *“push back when concepts don’t land—don’t hedge to be helpful.”* A twin that agrees with every proposal produces no useful signal.
* **Cite, and state gaps.** Ask for the specific quote behind each claim, and instruct the twin to say so when nothing in the attached data covers a question. A twin that reports missing data lets you distinguish an absence of evidence from a weak answer.
Start from a ready-made prompt in [Twin prompts](/help/agents-use-cases/digital-twins-experts). If you edit it substantially, see [Writing instructions](/help/agents/agent-instructions).
***
## How teams use twins
* **Testing a concept before building it.** Paste a spec or a screenshot into Chat and ask what the twin responds to. Remove the weak directions, then test the remainder with customers, so live sessions cover the options still under consideration.
* **Rehearsing objections.** Ask an account or segment twin what it would object to before a renewal, a price change, or a QBR, then ask what would change its position. The second answer is the one to prepare for.
* **Checking assumptions during a review.** One person queries the twin in Chat during a roadmap review or design critique. When the discussion turns to what customers want, the claim can be checked during the meeting rather than afterwards.
* **Testing language.** Ask the twin what it would call a feature, or which of two descriptions matches a real problem. Customers’ own terms are usually clearer than internal ones.
* **Preparing for customer interviews.** Questions the twin answers with citations you trust don’t need a live session. The remaining questions form the discussion guide.
***
## Share a twin with the team
Share the agent and teammates can enter its persona in Chat. Sharing controls who can invoke a twin, not who can change it. Only the creator can edit its instructions or attached sources, so a twin the team relies on doesn’t change unless the creator changes it. See [Sharing agents](/help/agents#sharing-agents).
A twin only sees data the person’s own account can already access, so two teammates can get different answers to the same question. Compare access before assuming the twin is inconsistent.
You talk to a twin in Chat. Type **@** and the twin’s name to include it in a single message, or click the Digital Twin icon to stay in its persona for the whole conversation.
A twin summarizes what customers said, so treat its answers as directional and verify them before quoting or making a decision. Use a twin to identify which questions are worth asking a real customer. It doesn’t replace customer conversations.
***
## Results
Questions about how a customer segment would react can be answered during a discussion rather than deferred to follow-up research, and the answer cites the call or ticket it came from. Because the twin is shared, the team works from the same source rather than from each person’s recollection of the customers they spoke to most recently.
***
## Where to go next
Setup, scoping, keeping a twin current, and where to trust one.
Ready-made instructions you can adapt.
Triggers, skills, tools, connectors, and sharing.
Getting the feedback into Dovetail that twins are built from.
# Authentication settings
Source: https://docs.dovetail.com/help/authentication-settings/index
Set allowed email domains, turn on automatic account creation, and choose which sign-up and login methods your workspace accepts.
Only **workspace admins** can adjust these settings on the following plans:
* Current Business and Enterprise
* Legacy Business and Enterprise
* Legacy Professional
If there is a diamond on the Authentication tab, you are on a plan that does not support this feature.
## Overview
Workspace admins can streamline and manage user authentication to Dovetail. Use [Authentication settings](https://dovetail.com/settings/authentication) to set allowed email domains, enable automatic account creation, choose what methods users can use to sign up, and log in to the workspace.
***
## Set allowed email domains
Admins can set allowed email domains for your workspace so that they can be used for automating user provisioning. If there is a diamond on the Authentication tab, you are on a plan that does not support this feature.
* To do this, ⚙️ [Settings → Authentication](https://dovetail.com/settings/authentication), and enter your allowed email domain under Domains. Please note that you can only add the domain name of the email address you currently have in your email address to log into the workspace.
* Once entered, this will be automatically saved and applied to your workspace.
If you are trying to add a separate email domain to your own, please have a workspace admin reach out to [support@dovetail.com](mailto:support@dovetail.com), and our team will be happy to help. If you are chatting via the app messenger, request to speak to our support team, and Fin, our AI agent, can route you to the team.
***
## Automatic account creation
Enable automatic account creation to allow your colleagues who share an email domain with one of your allowed email domains to join your workspace as a viewer, without needing an invite.
Please note that:
* Viewers are only available on select legacy plans and our Enterprise plan.
* Automatic account creation is *enabled* by default.
* Managing automatic account creation is only available on Professional (***legacy***), Business, and Enterprise plans
***
## Authentication options
Available on **Business** and [Enterprise plans](https://dovetail.com/pricing/)
Allow your users to log in or sign up using various authentication options by enabling and disabling options to your desired configuration.
By default, users can sign up and log in to a workspace with:
* **Password**: Use an email address and create a password to log in.
* **Google**: Use your Google account email and password to sign up and log in to Dovetail.
* **Microsoft**: Use your Microsoft account email and password to sign up and log in to Dovetail.
Business and Enterprise workspaces have an additional authentication method available: **SSO**. Only Business and Enterprise plans can manage authentication methods — for example, restricting sign-up and login to SSO only. To enforce this, a workspace admin can go to ⚙️ [Settings → Authentication](https://dovetail.com/settings/authentication) → **Authentication connections.**
***
## Single sign-on (SSO) settings
Available on **Business** and [Enterprise plans](https://dovetail.com/pricing/)
Enable SSO to allow your users to sign in to your workspace with ease. Configuring, validating, and maintaining SSO is your organization’s responsibility and is typically handled by your IT team. While Dovetail provides documentation and in-product guidance, we’re not able to configure or troubleshoot SSO on your behalf.A workspace Admin is required to set up and manage SSO in Dovetail. We recommend inviting your IT administrator into your Dovetail workspace and granting them Admin access so they can properly configure and maintain your SSO connection.
Our SSO experience is powered by Auth0 and designed to make setup as simple as possible. When creating an SSO enterprise connection, Dovetail automatically provides step-by-step instructions tailored to your selected identity provider. [Learn how to configure SSO for your workspace →](/help/single-sign-on-sso)
***
## SCIM provisioning
Available on **Business** and [Enterprise plans](https://dovetail.com/pricing/)
Automatically provision, manage, and deactivate users by enabling SCIM provisioning. [Learn how to configure SCIM for your workspace →](https://dovetail.com/help/scim-overview/)
***
## Two-factor authentication
Available on all plans
When enabled, you’ll verify your identity using an authenticator app each time you sign in, protecting your account even if your password is compromised. [Learn how to configure two-factor authentication for your workspace →](https://docs.dovetail.com/help/two-factor-authentication)
# Beta settings
Source: https://docs.dovetail.com/help/beta-features/index
Workspace admins can turn beta features on or off for the whole workspace from Settings, and send feedback on what they try.
Available on [Professional and Enterprise plans](https://dovetail.com/pricing/)
Workspace admins can enable and disable beta features for the workspace
## Overview
Help us make better things! We’re working away on some exciting new features and want to put them in your hands before we release them to the world!
***
## How to access beta features
Workspace admins can navigate to [Settings → Beta](https://dovetail.com/settings/beta) to enable available beta features for their workspace. Beta features are enabled for the entire workspace and can be disabled at any time.
***
## Giving feedback
We encourage users of our beta features to share their feedback with us so that we can continue to make improvements! Use the thumbs-up or thumbs-down icons throughout the product to provide your feedback.
***
## Changes to features
Please be aware that beta features are classified as “Beta Products” under our [Master Subscription Agreement](https://dovetail.com/help/master-subscription-agreement/) and are subject to change over time. Obligations or warranties made under our agreement may not necessarily apply to Beta Products.
***
## FAQs
Yes, you can access beta features on a trial.
Note that our Translation beta feature will only be available on our Enterprise plan. So, if you are on a Professional trial, you will not have access to the Translation beta.
No, beta features are not available on Free plans.
# Blur and redact
Source: https://docs.dovetail.com/help/blur-and-redact/index
Blur video, mute audio, and redact transcripts manually or automatically to protect sensitive information across projects and channels.
Manual and automatic redaction is only available on the **Enterprise** plan.
## Overview
Automatic and manual redaction help you protect sensitive information in videos, audio, and transcripts by blurring, muting, and redacting content where required. This also helps teams move through analysis faster by reducing review and clean-up time.
Redactions and blurring will also be applied to relevant highlights in your project and their references within docs across your workspace. If a highlight has already been used elsewhere before redaction is applied, those existing references will need to be updated to display the redacted version.
[Learn more about updating references →](/help/projects/docs#keep-references-current)
Dovetail will reprocess and replace the original video on your note with a redacted version when redactions are made. This can take 2-3 times the length of the original video to process.
For example, redactions made on a 1-hour video can take 2-3 hours to be processed and become visible across your workspace.
#### Note:
* Once you accept a redaction affecting video or audio, Dovetail renders a redacted version—this is what causes the "still processing" state.
* Editing an existing redaction re-triggers processing.
* Suggested (not-yet-accepted) redactions don’t trigger processing.
* **Save as cover** is unavailable on a video while it’s still processing.
* You’ll get an **in-app notification** when processing completes. There is currently **no email notification** for this.
***
## Who can redact and restore data
* **Manual redaction** can be performed and restored by anyone with **Full access** or **Can edit** permissions in a project
* **Automatic redaction settings** can be configured only by **workspace admins** via ⚙️ [Settings →](https://dovetail.com/settings/authentication) **[Data redaction](https://dovetail.com/settings/authentication) →** Select your preferred redaction workflow under **Automation level**
***
## Automatically redact sensitive data
Automatic redaction uses AI to identify and redact sensitive information. While it does most of the heavy lifting, results may not be 100% accurate. We recommend reviewing redactions, especially in Suggest mode, to ensure all sensitive content is handled correctly.
Admins can enable automatic redaction to detect and apply redactions at scale across projects and channels. Enabling automatic redaction (On or Suggest) does not apply redactions to **existing** content. Redaction will apply only to videos and transcripts uploaded **after** the setting is enabled.
#### Configuring automatic redaction
1. ⚙️ [Settings →](https://dovetail.com/settings/authentication) [**Data redaction**](https://dovetail.com/settings/authentication)
2. Choose an automation level:
* `Off`: No automatic redaction or suggestions will be applied
* `On`: Applied automatically whenever eligible content is processed
* `Suggest`: In Projects, Dovetail suggests potential redactions directly in the transcript for review before applying, while Channels are always automatically redacted due to high data volume
3. Optionally **edit the instruction prompt** to guide how sensitive content is detected, such as specifying terms, identifiers, or data types that should always be masked.
4. Click `Save` to apply changes.
#### Always redact and never redact:
In addition to the instruction prompt, you can maintain explicit lists of terms to always or never redact. These lists give you precise, rule-based control that overrides the AI’s own judgment.
* **Always redact:** Terms added here are always redacted, even if the AI misses them. These terms are case-sensitive.
* **Never redact:** Terms added here are never redacted, even if the AI flags them. These terms are case-sensitive.
Because these lists are case-sensitive, make sure the terms you add match the casing used in your source data exactly, or they won’t be applied correctly.
#### Blur and audio/transcript toggles
You can also control what gets redacted beyond just text:
* **Blur video:** Toggle on to blur the full screen of the redacted video, covering visual details. Toggle off to leave video visuals untouched.
* **Redact audio and transcript:** Toggle on to mute all audio and hide the transcription text for redacted sections. Toggle off to leave audio and transcript untouched.
***
### Reviewing grouped suggested redactions
When `Suggest` mode is enabled, suggested redactions are grouped by term so you can review repeated instances together rather than one by one.
* Use the arrow navigation on each redaction card to move between instances of the same term.
* To accept or reject all instances of a term at once, use the `Accept all` or `Reject all` buttons in the sidebar.
* To accept a single instance, click `Accept` directly from the **transcript** toolbar.
***
## Automatic redaction for individual projects or channels
By default, all projects and channels inherit the workspace-level automatic redaction setting.
To adjust this for a specific project or channel:
1. Click the `•••` menu on the top right corner of a project or channel
2. Select `Automation`
3. Set `Redact sensitive info` to `On`, `Suggest`, or `Off`
If automatic redaction is set to `On` for a project or channel, changes will not be applied retroactively to existing data. To remove redaction from previously processed data, re-sync with the updated configuration.
***
## Automatically redact Channels data
If redaction is enabled, all data points containing sensitive information within the Channel will be redacted, in accordance with the workspace-level prompt. This is due to the high volume nature of data points within Channels.
Redaction will **not** be applied to back-filled data, and if you change the redaction prompt after importing, it will not update the existing data points.
If you wish to remove customers’ email addresses from the data point view, you can unselect `email` when configuring fields upon import. You can also re-configure your fields at any time by selecting:
1. `Sources`
2. `More actions`
3. `Configure`
***
## Updating the redaction prompt for existing data
Updating the workspace-level prompt will only apply to **new** imports. Existing transcripts won’t automatically reprocess with the updated instructions.
**To apply the new prompt to already imported data:**
1. `Save` your updated prompt in Workspace settings
2. Navigate to the previously imported transcripts
3. `Reject all `existing suggested redactions
4. Click `Suggest` to reprocess the transcript using the new prompt
This will generate a fresh set of redaction suggestions based on your updated instructions.
***
## Manually redact sections of your video and transcript
Users with **Full** or **Can edit** access to the project can redact individual sections from videos within notes. This includes blurring, muting all audio, and hiding the text shown in the transcript. Redactions can’t overlap. If you try to redact a range that intersects an existing redaction, you’ll need to edit or remove the existing one first.
* To redact a specific section of a video, highlight a section of text in the transcript and select `Redact` from the action menu.
* From there, you can choose to redact video, audio, and transcript, or both, from the redaction modal and press `Redact`.
***
## The redactions sidebar
The Redactions sidebar is the main place to manage redactions on a note. From here you can:
* View every redaction on the note — timestamp, redacted text, who applied it (AI or a teammate)
* Click a redaction card to jump straight to that point in the transcript
* Edit the blur/audio settings on an existing redaction
* Remove a redaction from just this note, or across the whole project
* Select multiple redactions and remove them in bulk
**When redaction actions are disabled:**
* The file is still processing
* The project is read-only, or the data is locked
* The transcript is too short (roughly under 50 characters)
* You don’t have permission to remove redactions (see Security settings)
***
## Blur an entire video
* To blur an entire video:
1. Click `•••` in the top right corner of the video
2. Select `Blur video`.
* If you wish to unblur an entire video, click `•••` again and press `Unblur video`.
***
## Restore redacted data
You can restore video data that has been blurred or muted and redacted text from within a transcript. Any user with Full access or Can edit access to the project can restore redacted data.
To restore redacted data:
1. Navigate to the redacted section within the transcript and click on it
2. From there, press `Edit redaction` from within the action menu
3. From here, use the toggles to restore the redacted data.
***
## Bulk un-redact data in Projects
You are always in control of the redactions applied to your data. If you applied redactions in error, your privacy requirements have changed, or redactions were applied too broadly, you can remove them at any time across a single data point or an entire project.
1. Open the options menu `•••` on any data point in your project.
2. Select `Remove redactions`.
3. Confirm to apply the changes.
You can also remove redactions across multiple data points at once. In the data tab, select the data points you want to update, then open the options menu `•••` and select `Remove redactions`.
## Workspace-level control over un-redacting
Workspace admins can control who is able to remove redactions from `Security settings`. This can be restricted to `Admins only` or left open to `Anyone` with access.
When set to `Admins only`, no one else in the workspace will be able to remove redactions, regardless of their project role. This gives organizations with strict data governance requirements a way to enforce tighter control over redacted content.
If you are unable to remove redactions, check with your workspace admin to confirm the setting in `Security settings`.
***
## Troubleshooting redactions
| Issue | Likely cause |
| ----------------------------------------------------------- | --------------------------------------------------------------------------------------------- |
| Can’t redact a section | File still processing, no transcript, transcript too short, or plan doesn’t include redaction |
| Redactions still present after turning automation Off | Off only affects new data — it’s not retroactive |
| Download still disabled | Redactions still exist somewhere on the source media |
| Video says "still processing" | Redacted version is still rendering |
| Can’t remove a redaction | Check if the setting "Who can remove redactions" is set to Admins only |
| Error when redacting a section | The selected range may be overlaping an existing redaction |
| Download blocked even though I didn’t accept the suggestion | Pending Suggest-mode redactions can still restrict downloads — reject them first |
## FAQ
Yes! Thumbnails to the video across your workspace will also be blurred, however, this does not happen immediately, so we recommend waiting until it has been applied to all references before sharing.
Yes, subtitles will also be redacted, but you’ll need to refresh your page for them to update.
Exporting redacted videos is disabled due to security reasons.
No. Redaction is only available for video files at this time and is not supported for audio-only files.
Dovetail will reprocess and replace the original video on your note with a redacted version when redactions are made. This can take 2-3 times the length of the original video to process.
For example, redactions made on a 1-hour video can take 2-3 hours to be processed and become visible across your workspace.
This message within the video player lets **Viewers** know that redactions are being processed on a video. They’ll be able to play the video once it’s completed.
This message appears when you try to download a video or audio highlight from a source file that contains redactions, such as blurred video or muted audio segments.
To help protect sensitive information, Dovetail prevents downloads of media files and highlight clips whenever redactions exist on the source file. This security measure applies even if the section you’re trying to download contains no redacted content.
You can still: -Copy the highlight transcript or text -View the highlight in Dovetail -Share the highlight with others in Dovetail, where redactions will continue to appear during playback as intended
Currently, yes — removing redactions from the affected media is the only way to re-enable download.
Important: Removing redactions makes that content visible again in the project. Only do this if you’re comfortable with that from a privacy and compliance standpoint.
Dovetail is working on support for downloads that include redactions applied, so this limitation may change in the future.
If redaction is set to Suggest, Dovetail may flag sensitive content before you accept it. Depending on the situation, pending suggestions can still affect download availability even if you haven’t accepted them yet. We recommend rejecting any pending suggestions to download your highlight or video.
No — Channels supports On/Off only for redactions. Suggest mode is only available in Projects.
# Build on Dovetail
Source: https://docs.dovetail.com/help/build-on-dovetail/index
Compare the Dovetail MCP server, REST API, and CLI, and pick the right way to reach your workspace data programmatically.
Dovetail gives you three ways to reach your customer intelligence programmatically: the **MCP server**, the **Dovetail API**, and the **Dovetail CLI**. They’re different front doors to the same workspace — the same projects, docs, data, highlights, contacts, and Channels ideas you see in the app.
This page helps you pick the right one. Each has its own detail page with setup steps.
***
## Which one should you use?
| What you want to do | Use |
| :------------------------------------------------------------------------------ | :----------------------------------------- |
| Let an AI assistant query your workspace and create content in natural language | [MCP server](/integrations/mcp-server) |
| Write your own scripts, apps, or automations against Dovetail data | [Dovetail API](/integrations/dovetail-api) |
| Bulk-import existing content from other tools into Dovetail | [Dovetail CLI](/integrations/dovetail-CLI) |
| Connect apps and move data around without writing code | [Zapier](/integrations/zapier) |
***
## MCP server
The Model Context Protocol (MCP) is an open standard for connecting AI assistants to other tools and services. Dovetail’s MCP server lets an assistant search your workspace, read transcripts, docs, and highlights, and create projects, docs, data, highlights, and channel data on your behalf — without you pasting anything into the chat.
Some tools support Dovetail as a first-party connector and only need you to sign in and authorize, including [Claude](/claude), [ChatGPT](/chatgpt), and [Figma Make](/integrations/figma-make). Others connect using a personal API key or a locally run server.
[Set up the MCP server →](/integrations/mcp-server)
***
## Dovetail API
The REST API is for when you’re building something yourself: a script that pulls insights into a weekly report, an internal app that reads project data, or a pipeline that pushes feedback into a channel. It’s also one of the supported data sources for [Channels](/help/channels).
Generate a personal API key from **Settings → Account**. The default rate limit is 200 requests per minute per workspace.
[Get started with the API →](/integrations/dovetail-api)
***
## Dovetail CLI
The CLI (`dt`) is a command-line tool for getting content *into* Dovetail in bulk. It imports from Notion, Confluence, Google Drive, Airtable, Productboard, EnjoyHQ, Marvin, Condens, and local files, preserving formatting, attachments, and metadata. Preview an import before it touches your workspace, and resume it if it’s interrupted.
Reach for the CLI when you’re migrating historical research or running a repeatable import from a scriptable workflow.
[Install the CLI →](/integrations/dovetail-CLI)
***
## What they have in common
All three authenticate as **you**, using either a personal API key or an OAuth sign-in. That means they inherit your access: an AI assistant, a script, or an import can only see and act on what your own account can. Nothing gets a broader view of the workspace than the person who set it up.
On workspaces with the HIPAA add-on, API key generation is disabled by default, which also disables MCP connectors. The CLI is available on all plans except those with HIPAA enabled. See [Security information](/help/security-information) for the full list of HIPAA restrictions.
***
## Full technical reference
This page and the pages it links to cover what each tool is for and how to connect it. For endpoint-by-endpoint reference documentation — every read and write endpoint, MCP tool definitions, and authentication details — head to the developer docs.
Complete API and MCP reference at developers.dovetail.com.
***
## Where to go next
Connect an AI assistant to your workspace.
Generate a key and start querying.
Bulk-import content from other tools.
Need help? [Chat with our team](https://dovetail.com/help/?contact), or join our [#api channel on Slack](https://dovetail.com/community/#slack).
# Bulk import data
Source: https://docs.dovetail.com/help/bulk-import-data/index
Migrate customer data into Dovetail projects in bulk by preparing a ZIP file of folders and uploading it, with supported file types.
Available on Professional and Enterprise plans
## Overview
Easily migrate and consolidate your customer data into Projects using bulk import. This allows you to upload multiple files and folders at once, streamlining your workflow.
***
## Prepare your data
Before you can import your data into Dovetail Projects, you’ll need to organize it and create a ZIP file.
**Organizing files on your computer**
* Structure your folders: Arrange the files you wish to import into a clear folder structure on your computer. these folders will help organize your data within Dovetail, often corresponding to new or existing projects.
For example, you might group files by product, separate sales calls from user interviews, or organize data by study or department.
## Create a ZIP file:
* **On Windows:**
1. Select the folder(s) or files you want to include.
2. Right-click on the selected items.
3. Choose "Send to" > "Compressed (zipped) folder".
4. A new ZIP file will be created in the same location. You can rename it if needed.
* **On Mac:**
1. Select the folder(s) or files you want to include.
2. Right-click (or Control-click) on the selected items.
3. Choose "Compress \[folder/file name]" or "Compress \[number] items".
4. A new ZIP file (usually named "[Archive.zip](http://Archive.zip)" if multiple items are selected, or named after the item if singular) will be created in the same location. You can rename it.
### Preparing data from Google Drive or OneDrive
If your data is already organized in folders on a cloud storage service, you can typically download them directly as a ZIP file.
* **Google Drive:**
1. Navigate to your Google Drive.
2. Right-click on the folder you want to download.
3. Select "Download".
4. Google Drive will compress the folder into a ZIP file and the download will begin.
* **OneDrive:**
1. Navigate to your OneDrive.
2. Select the folder (or multiple files/folders) you want to download.
3. In the top navigation bar, click "Download". (Alternatively, you can right-click the selected folder and choose "Download").
4. OneDrive will compile the selected items into a ZIP file and initiate the download.
***
## File guidelines
Dovetail supports a variety of file types for import. Commonly supported formats include:
* **Documents:** PDF (.pdf), Microsoft Word (.docx), Microsoft PowerPoint (.pptx), Keynote (.key), Apple Pages (.pages). (Note: Google Docs, Sheets, and Slides will be imported as static PDFs).
* **Spreadsheets for survey data:** CSV (.csv) - these must be UTF-8 encoded.
* **Video and Audio files:** Common formats are generally supported.
* **Transcripts:** WebVTT (.vtt) for uploading your own transcripts.
For more information on what data can be imported into Dovetail, read this [help article](https://dovetail.com/help/projects/import-data-to-projects/#what-data-can-be-imported-into-a-project). Along with using compatible file types, keep the following size and quantity limits in mind for a successful import:
* **Individual file size**: While the overall ZIP file size for bulk import should be checked against current Dovetail guidelines, note that individual video, audio, and PDF files have a general limit of 10GB. CSV cells also have character limits.
* **Maximum ZIP file size**: The maximum allowable size for your ZIP file is 10GB.
* **Maximum number of files within your ZIP**: The maximum number of files permitted within a single ZIP file for bulk import is 1,000 files.
***
## Upload your ZIP file
Once your ZIP file is prepared, you can upload it to Dovetail by:
1. Navigating to **⚙️ Settings** → Click on **Bulk data import** → Click on **Choose file**
2. **Upload your ZIP file:** You can drag and drop your prepared ZIP file directly onto the designated area on the page. This will start the upload process.
**Please note:** Uploading large ZIP files can take some time, depending on the size of the file and your internet connection speed. It’s important to keep the browser tab open and remain on the page while the upload is in progress.
***
## Map your data
After your ZIP file has been successfully uploaded, you’ll be guided through the mapping process. You’ll see your file listed under **Import drafts**. Click on "**Configure**" and proceed with mapping your files:
1. **Map files and folders to projects:** Dovetail will display the structure of your uploaded ZIP file. You can then map your folders and individual files to either new or existing projects within your workspace.
2. **Verify file details:** Dovetail will attempt to automatically infer the author and creation date for the imported files. You’ll have the opportunity to review and adjust these details if you need them.
***
## Review and start import
Before the import begins, Dovetail will provide a summary of the new projects, data sources, and other resources that will be created in your workspace based on your mapping.
1. **Review the summary**: Carefully check the summary to ensure everything is configured as you intend.
2. **Start import**: If everything looks correct, click the **Start import** button.
The import process will then begin in the background. This may take a few minutes, depending on the amount of data being imported. You can continue working in Dovetail while the import is in progress.
**Automatic Processing**
* **Video transcription**: Any video files you upload will be automatically transcribed.
* **OCR for documents**: Optical Character Recognition (OCR) will be performed on PDFs, PowerPoint presentations, and other supported document types, making their content searchable.
By following these steps, you can efficiently import your existing data into Dovetail, bringing all your customer knowledge into one organized and actionable space.
# Channel context
Source: https://docs.dovetail.com/help/channels/channel-context
Set focus areas and link workspace docs so Dovetail's AI classifies feedback around what your team actually cares about.
## Adding context to your Channel
Context helps Channels generate better ideas, summaries, and responses by telling the AI what to focus on and what you already know about your business.
You will be prompted to set the Channel context during onboarding but this can be changed at any time. To do so, all you need to do is:
1. Click the `...` menu in the top right corner of the Channel
2. Select `Context` to configure two sections:
3. **Focus areas.** Select from suggested keywords such as `Usability`, `Onboarding`, `Functionality`, `Trends`, `Churn`, `Expansion`, `Competitors`, `Satisfaction`, and `Support`, or add your own with `Add keyword`
4. **Linked context docs.** Link a workspace or personal doc, such as a strategy doc or tone of voice guide, to guide how Dovetail’s AI interprets and writes about your feedback. Docs already in your workspace are suggested automatically, or use `Link or add context` to attach something new.
5. Click `Save` to apply your changes.
You can update focus areas and linked docs at any time, enabling your ideas to be dynamic based on business priorities. Changes apply going forward and don’t retroactively reclassify existing ideas.
The more specific your keywords and context, the more relevant your ideas. You can update both at any time from channel settings.
***
***
## Writing good context
When adding context to any channel, follow these core principles:
* Focus on 2-3 main goals that apply across all your data
* Keep it under 400 characters and be concise
* Use natural language with clear structure that helps you understand the content in a glance
* Avoid overly detailed specifics to prevent filtering out other valid insights
* Specify your role to direct AI to analyze data from your perspective
*Example: I am a Product Manager interested in feedback related to product intuitiveness in these product reviews. Highlight points where users felt confused, lost, or unsure how to proceed. Include any suggestions for improving clarity, flow, or ease of use.*
If multiple teams will be utilizing the channel, your context should balance diverse perspectives while maintaining focus. Key Elements to include for this use case:
* Identifies all participating teams
* States shared objectives
* Uses neutral language that serves all teams
* Focuses on outcomes relevant to everyone
*Example: This channel serves Product, Design, and Customer Success teams tracking product usability across reviews. Focus on: confusion points in user workflows, feature clarity issues, and actionable improvement suggestions. Highlight patterns affecting user experience and adoption.*
### Context strategies to consider
1. **Umbrella Approach:** Create broad context that encompasses all team needs:
* Use company-wide objectives as the foundation
* Focus on customer experience or business outcomes
* Avoid team-specific jargon or priorities
* Emphasize shared metrics and goals
2. **Perspective Integration:** Explicitly acknowledge different viewpoints
3. **Outcome-focused context:** Center on business results rather than team functions
4. **Journey-based context:** Organize around customer journey stages
***
# Channel setup
Source: https://docs.dovetail.com/help/channels/channel-setup
Create a channel, connect and map data sources, manage them over time, and enrich contacts from Salesforce or HubSpot.
## Create a new channel
1. From your workspace, select `New channel`.
2. Connect `data source`.
3. `Map your data` by configuring your source
4. Input context and select focus area `keywords`, or `add your own`, to shape how the AI classifies and surfaces feedback from the start. Link any relevant `workspace docs`, such as a strategy or tone of voice doc, to sharpen this further.
5. Choose whether you wish to automatically redact PII or not.
6. Connect at least one data source to get your first analysis running.
7. Give your channel a `name` that reflects its focus area, for example "Mobile app retention" or "Enterprise onboarding."
The more evidence synced to a channel, the higher confidence its ideas will be. We recommend a minimum of 200 data points to get started.
***
## Connect your data source(s)
When you create a channel, every data source already connected to your workspace is available immediately. You can also connect a new source directly from the channel.
Supported sources include:
* [App store](https://docs.dovetail.com/integrations/app-store)
* [API](https://docs.dovetail.com/integrations/dovetail-api#get-started-with-dovetails-api)
* [Canny](/integrations/zapier)
* CSV
* [Discord](/integrations/zapier)
* [Email](/integrations/zapier)
* [Freshdesk](/integrations/freshdesk)
* [Front](/integrations/front)
* [G2](/integrations/g2)
* [Gong](/integrations/gong)
* [Google Play reviews](https://docs.dovetail.com/integrations/google-play-store)
* [Grain](/integrations/zapier)
* [HubSpot Service Hub](https://docs.dovetail.com/integrations/hubspot) (conversations and tickets)
* [Intercom](https://docs.dovetail.com/integrations/intercom)
* [Jira Service Management](/integrations/jira-service-management)
* [Pendo](/integrations/pendo)
* [PostHog](/integrations/posthog)
* [Qualtrics](https://docs.dovetail.com/integrations/qualtrics)
* [Salesforce Service Cloud](https://docs.dovetail.com/integrations/salesforce-service-cloud)
* [ServiceNow CSM](/integrations/servicenow-csm)
* [Slack](/integrations/slack)
* [Snowflake](/integrations/snowflake)
* [Sprig](https://docs.dovetail.com/integrations/sprig)
* [Usersnap](/integrations/usersnap)
* [Zapier](https://docs.dovetail.com/integrations/zapier)
* [Zendesk](https://docs.dovetail.com/integrations/zendesk)
* [Zoho Desk](/integrations/zapier)
Use date range and segment filters when adding a source to scope the channel to what’s relevant.
## Manage data sources
After adding a source to the channel, you can then configure what metadata fields you wish to display and filter. This can be edited at anytime by:
* Click on the `Sources` in the Channel heading
* Find and hover over the source that you wish to change
* Select the `...` more menu
* Select `Configure`
* Make any necessary changes, and select `Save`
You can add as many sources as you like to the channel.
From `Sources` dialog, you can see every source connected to a channel, when it last synced, and add or remove sources without affecting existing data.
Removing a source stops new data from that source flowing in. Data already imported stays in the channel.
***
## Contact syncing
Contact details shown on Ideas and Evidence (name, company, ARR, plan tier, and so on) come from your **Contacts database**, enriched from your CRM.
Channels supports enrichment from either **Salesforce** or **HubSpot**. A workspace can only have one CRM enrichment source connected at a time.
* For Salesforce setup, see [Salesforce contacts](/integrations/salesforce).
* For HubSpot setup, see [HubSpot Contacts](/integrations/hubspot-contacts).
For more on how contact fields work generally, see [Contact automation](/help/contact-automation-settings) and [Contacts](/help/contacts/index).
***
# Channels 1.0
Source: https://docs.dovetail.com/help/channels/channels-1-0
The original Channels experience, which groups data points into themes under topics. Channels created before 2.0 continue to run on it.
This page documents the original Channels experience. Channels created before 2.0 continue to run on it. New channels use [Channels 2.0](/help/channels), where themes are replaced by ranked **Ideas** and the underlying data points are called **Evidence**.
Only paid seats can create and manage channels. **Viewers** will **not** be able to connect a data source to a Channel
## Overview
Channels turn continuous, high-volume customer feedback into something your team can act on. Bring your support tickets, product reviews, survey responses, and sales conversations into one place, and let Dovetail make sense of it as the data arrives.
***
## How Channels 1.0 works
Channels continuously classifies and tracks themes in large data sets. This is done by connecting to your feedback sources with direct integrations to keep your finger on the pulse of high-volume customer feedback and gain real-time insights.
Channels is powered by generative AI. We build upon established technology from [Anthropic](https://dovetail.com/blog/powering-our-latest-ai-innovation-with-aws-and-anthropic/), ensuring reliability and privacy, and utilize [specific models](https://dovetail.com/help/ai-models/) to manage large data sets efficiently without training on your sensitive data.
Themes are generated from the individual data points imported into a channel. A data point is a single piece of feedback that is imported to a channel in Dovetail. It could be a support ticket, an NPS response, or any kind of continuous product feedback. A theme is a collection of data points with a title.
All workspaces on any plan can import up to 1,000 data points per month, and additional data points can be purchased by [contacting our Sales team](https://dovetail.com/contact-sales/).
***
## Create a new channel
**Managers** and **Contributors** can create a new channel sidebar under Home or Browse pages. You can create a channel to track themes in support tickets, CSAT/NPS responses, churn responses, app store reviews, and in-product reviews.
* To do this, click `New` and select `Channel`.
* From there, [import data](/help/channels/channel-setup) via a first-party integration, Zapier, or the [API](/integrations/dovetail-api). These options will automatically sync data into your channel. You can also import a CSV manually.
***
## Add context to guide AI
In a channel, Dovetail generates high-level topics to organize and refine key themes from your data. You can enhance AI-driven topic generation by adding context.
When creating a new channel, you will be instructed to provide details such as your role, specific goals, or key focus areas to create dynamic, tailored topics that align with what you’re interested in.
* To do this, in the textbox under **Context,** enter your details as a prompt. For better results, you can also refine your prompt using `Enhance context`.
* Next, your channel will generate and our AI will surface a list of auto-generated topics and descriptions based on your imported data and context.
You can update or edit context anytime within a channel. Simply open the channel, click `•••` in the top-right corner, and select `Context`. Enter your details as a prompt, hit `Save`, and let the AI generate topics that focus on what truly matters to you. Updating this will only affect future classification.
When adding context to a channel:
1. Highlight the top 2–3 goals that apply across all the data. Keep it concise and under 10,000 characters.
2. Prompt using natural language and have a meaningful and quick-to-understand structure.
3. We recommend to keep it relatively broad. For example, if you go too granular to say “Missing features about intuitive navigation”, you might miss out on other “Missing features” that could be interesting or have to compensate by prompting with more text than necessary.
For example:
*I am a Product Manager interested in feedback related to product intuitiveness in these product reviews. Highlight points where users felt confused, lost, or unsure how to proceed. Include any suggestions for improving clarity, flow, or ease of use.*
***
## Create a topic, category, or area of interest
You can also add your own custom category, topic, or area of interest to organize themes and track what’s important to you. For a Channel, you can create up to ten topics in total that can be updated at any time.
* To do this, select `+ New` in the sidebar.
* Next, add a title and a brief description to help guide how we generate themes and classify data points.
* From there, click `Create`. Once created, we will create new themes and classify any existing and new data points into these.
You can also remove a topic from your channel if it is no longer needed. When removed, this will also remove any themes created within it. Data points classified under these themes will remain in your Channel.
* To delete a topic from your Channel, hover over your topic in the sidebar, click `••• `then select `Move to trash`.
***
## Merge, edit, and create themes
You’re always in control of your data. Once themes have been generated, you can merge any that are overlapping, edit to refine the title, or create your own if something was missed!
### Merge themes
* To merge themes, simply select multiple themes and press `Merge` from the top of the theme table.
### Edit themes
* To edit a theme, select the ... menu next to the theme name and, select `Edit`. You will see a dialogue box where you can change the theme title and description. Press Save when done.
### Create a theme
* To create new themes and keep track of what’s relevant to you, click `+` New in the sidebar or on the themes list.
* From there, enter the theme name and description to help guide data classification and theme detection.
## Reconfigure meta-data fields
Rename and change your meta-data fields
***
## Manage data sources for a channel
You can add, disconnect, or **permanently delete** data sources within a channel at any time.
### Add an additional data source
* To add an additional data source to a channel, open your channel and click on `Source` in the top right of the screen.
* From there, you will be able to see which sources are connected to your channel as well as connect a new source. Select `Add source` and complete steps to connect a new integration or import a CSV spreadsheet of new data to your channel.
### Disconnect a data source
* Open the channel and go to the `Source`dialogue.
* Find the source you want to disconnect, click `More actions`
* Select `disconnect` and confirm the action.
If you wish to reconnect a data source, ingestion will resume from the earliest data point within your current billing period.
**Please note** that only *integrations* can be disconnected. For CSV uploads, you may delete specific entries or the entire upload to remove the data from your channel.
### Delete a data source
To permanently remove a data source and all its associated data from a channel:
* Open the channel and click `Source` in the top right.
* Find the source you want to remove and click `More actions`
* Select **Delete** and confirm the action.
This action is permanent and cannot be undone. Deleting a source removes its data from this channel only; data in other connected channels remains intact.
***
### Reconnect a data source
To reconnect your integration within a Channel:
1. **Open your channel** and click **Source** in the top right
2. You’ll see which sources are connected and disconnected
3. Select **Add source** to reconnect your integration
Alternatively, you can also select 'Reconnect’ in the yellow banner that might appear if it’s been disconnected.
Things to keep in mind:
* Make sure your account has proper permissions to access both the integration platform and the specific Dovetail channel
* Verify your credentials are correct
* When you reconnect, it will resume syncing from the earliest data point within your current billing period
***
## Track usage across channels
Channels is billed by the total number of data points used in all channels across a single workspace. To help you keep on top of your team’s usage, you can quickly review how much data has been used for an entire workspace.
**From inside a channel:**
1. Open any channel in your workspace.
2. Click on `source` next to `Share` in the channel header.
3. In the Sources dialog, you’ll see a **Workspace usage** card showing:
* Your current billing period (e.g., "1 Jun – 1 Jul 2026")
* Total data points used and your plan limit (e.g., "4,521 of 10,000 data points")
* A progress bar showing usage percentage (or **Unlimited** if your plan includes unlimited data points for Channels.)
* A breakdown of how many data points belong to the current channel vs. other channels
**As a workspace admin:** Admins can also view usage from `Settings `**>** `Billing`, which shows the same data point consumption as a progress bar alongside your plan details.
Please note that deleting a data source from a channel will not reduce your total data points usage count. Any data previously ingested still counts toward your usage limit for that billing period.
***
## FAQs
When creating your own topics:
* Use clear wording that immediately conveys the high-level category
* Keep titles concise (2-3 words when possible)
* Use customer language rather than internal jargon
* Avoid overlapping categories that could confuse classification
* Use consistent naming patterns across similar topics
**Good examples** include "Mobile App Performance", "Billing and Payment Issues", "Feature Requests ", "Onboarding Confusion"
**Avoid example**s like "Technical problems with updating the software" (too granular), "Issues" (too broad), "Stuff about our platform" (unclear)
With each topic created, you will need to add a description. For these, we recommend that you:
* Explain the theme’s scope clearly in 1-2 sentences
* Use keywords that customers might actually use
* Guide the AI on what to look for and what to exclude
* Keep under 200 characters for optimal performance
* Include specific examples but make sure the example and expectation matches the the most common meaning in general English
Once you reach the usage limit for the month, no new data points will appear in your channel. You can continue to access all data that has been imported previously, move data points, and update the themes list.
This also means that there will be no extra charges for overages and if necessary, you can choose to upgrade your data usage for your plan.
The usage period resets every month from the workspace original **billing date**. This is applicable for subscriptions billed on both a monthly and yearly cycle.
Yes. Workspace admins can increase or decrease the amount of data points included in your plan by accessing ⚙️ [**Settings**](https://dovetail.com/settings/billing) → [**Billing**](https://dovetail.com/settings/billing). For more information, see our article [here](https://dovetail.com/help/update-your-subscription/#add-or-reduce-data-point-limit-for-channels). If the option to increase your data points is unavailable, please **[contact our Sales team](https://dovetail.com/contact-sales/).**
There are a few important things you will need to know before upgrading or downgrading your Channels add-on:
* If you upgrade in the **current billing cycle**, the new limit will apply immediately, and data points in the current cycle will be imported and analyzed in Channels (up to the new limit).
* If you upgrade in the **next billing cycle**, only the data points that come in during the new cycle will appear in Channels. You will lose the data points from the previous cycle that were not imported.
* When downgrading and decreasing your limit, the new limit will apply immediately and no new data will appear in Channels. Any historical data will still be available.
No, you cannot export data from a channel like regular project data. This includes imported data points, generated themes, or generated summaries.
For details on your data, see Responsible Use on [Dovetail AI features](https://dovetail.com/help/ai-features/).
The current **Artificial intelligence development policy** in our [trust center](https://trust.dovetail.com/) is still relevant and covers what is required to use channels.
*Disconnecting* a source pauses the flow of new data but keeps existing data in your channel. *Deleting* a source permanently removes all previously imported data for that source from the specific channel.
CSV files don’t automatically re-sync or reprocess in the background. Instead, reclassification is mostly triggered by specific events, such as:
* Importing new data from a CSV
* Creating or updating topics/themes
In addition, theme regeneration can only run if:
* At least \~24 hours have passed since the last run, **and**
* More than 200 new datapoints have been added
**200 data points** are the minimum required to generate a theme.
Please make sure you are occupying a paid seat when connecting or reconnecting a Channel. Viewers cannot create or manage data sources within a Channel.
When a Channel integration disconnects due to an expired OAuth token or revoked access, Dovetail notifies you in three ways:
**Email notification** Dovetail sends an email using the "Channel Integration Disconnected" template. It includes the integration type and the reason for disconnection, so you know exactly what happened and what to do next.
**In-app notification** A notification appears in your notification center. For ingestion failures specifically, an error toast also displays so you’re alerted immediately.
**Reconnect banner in the Channel UI** When you visit the Channel page, a "Reconnect Integration" banner appears at the top if the integration needs re-authentication. The Sources dialog also shows a "Disconnected" badge alongside a reconnect action for any affected sources.
To restore the connection, follow the reconnect prompt in the Channel UI or re-authenticate via the Sources dialog.
To restore deleted topics or themes:
1. Open the channel
2. Navigate to the Channel **⋯** menu → Open trash
3. Choose from which tab to restore from: Data points, Themes, or Topics
***
## Defining topic names and descriptions
While you can utilize the Dovetail generated topics and descriptions, you are always able to adjust the both the topic names and/or the descriptions (or add your own).
### Topic name best practices
* Use clear wording that immediately conveys the high-level category
* Keep titles concise (2-3 words when possible)
* Use customer language rather than internal jargon
* Avoid overlapping categories that could confuse classification
* Use consistent naming patterns across similar topics
Good Examples:
* "Mobile App Performance"
* "Billing Issues"
* "Feature Requests"
* "Onboarding Confusion"
Bad Examples:
* "Technical probelms with updating the software" (too granular)
* "Issues" (too broad)
* "Stuff about our platform" (unclear)
### Topic description best practices
* Explain the theme’s scope clearly in 1-2 sentences
* Use keywords that customers might actually use
* Guide the AI on what to look for and what to exclude
* Keep under 200 characters for optimal performance
* Include specific examples but make sure the example and expectation matches the most common meaning in general English
***
## Examples
Below you will find Context and Topic descriptions examples for six of the most common types of data customers
### **Context Examples**
**Customer Experience Manage**r: I am a Customer Experience Manager analyzing NPS and CSAT responses to understand what drives customer satisfaction and loyalty. Help me identify the key factors that create promoters versus detractors, understand specific touch-points that impact satisfaction scores, and discover actionable insights for improving overall customer experience. Focus on both positive experiences we should amplify and negative experiences we need to address.
**Product Manager**: I am a Product Manager using NPS/CSAT feedback to guide product strategy. I want to understand which product features and experiences most strongly correlate with customer satisfaction. Highlight specific product strengths that drive positive scores and pain points that create detractors. Include any suggestions for product improvements or new features that could increase satisfaction.
**Multi-team**: We are Product, Marketing, and Customer Success teams jointly analyzing customer satisfaction feedback to drive company-wide improvements. We want to understand satisfaction drivers across the entire customer journey, identify both product and service factors that impact scores, and discover insights for improving customer experience, product development, and go-to-market strategies. Focus on actionable insights that can inform product roadmaps, marketing messaging, and customer success programs.
### **Topic Description Examples**
| Topic Name | Description |
| ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Product Ease of Use** | Feedback about how intuitive, simple, or complex customers find the product. Includes comments about user interface clarity, workflow efficiency, and learning curve experiences. |
| **Customer Support Quality** | Experiences with our support team including response times, helpfulness, knowledge level, and overall satisfaction with support interactions. Covers both positive and negative support experiences. |
| **Value for Money** | Perceptions about pricing fairness, ROI, cost-benefit analysis, and whether customers feel they’re getting good value. Includes comparisons to competitor pricing and budget concerns. |
| **Product Reliability** | Comments about system uptime, stability, consistent performance, and trustworthiness. Includes feedback about bugs, crashes, and technical reliability issues. |
| **Feature Completeness** | Feedback about whether the product meets customer needs, missing functionality, and gaps in capabilities. Includes requests for additional features and comparisons to competitor offerings. |
### **Context Examples**
**Mobile Product Manager**: I am a Mobile Product Manager analyzing app store reviews to improve our mobile experience. I want to understand user frustrations with app functionality, performance issues, and usability problems. Highlight specific features that users love or hate, technical issues affecting user experience, and suggestions for mobile-specific improvements. Focus on both iOS and Android feedback patterns.
**Marketing Manager**: I am a Marketing Manager reviewing app store feedback to understand our market positioning and user perception. Help me identify what users say about our value proposition, how we compare to competitors mentioned in reviews, and what messaging resonates with different user segments. Include insights about user expectations and how well we meet them.
**Customer Success**: I am a Customer Success professional using app reviews to understand user onboarding and engagement challenges. I want to identify where new users struggle with the app, what causes users to abandon or uninstall, and what drives long-term engagement. Focus on the user journey from download to active usage and retention factors.
### Topic Description Examples
| Topic Name | Description |
| ----------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **App Performance Issues** | Reviews mentioning crashes, slow loading, freezing, battery drain, storage usage, or other technical performance problems. Includes both specific error reports and general performance complaints. |
| **User Interface Feedback** | Comments about app design, navigation, layout, visual appeal, and usability. Includes both positive design praise and suggestions for interface improvements. |
| **Feature Functionality** | Reviews about specific app features working or not working as expected. Includes feature-specific bugs, missing functionality, and requests for feature improvements. |
| **Onboarding Experience** | First-time user experiences including app setup, tutorial quality, initial confusion, and ease of getting started. Covers both smooth onboarding experiences and setup difficulties. |
| **Update and Version Issues** | Problems introduced in new app versions, complaints about forced updates, or positive feedback about improvements in recent releases. Includes version-specific bugs and changes. |
### Context Examples
**Product Manager**: I am a Product Manager reviewing support tickets to prioritize product improvements. Help me identify which product features or workflows generate the most confusion or frustration for users. Highlight specific usability issues, missing functionality, and areas where customers struggle to accomplish their goals. Include any feature requests or suggestions for product enhancements.
**Support Team**: I am a Support Team Lead analyzing ticket patterns to optimize our support processes. I want to understand common customer issues, identify knowledge gaps in our documentation, and find opportunities to improve our response efficiency. Focus on categorizing issues by complexity and identifying trends that could inform our training and resource allocation.
**Multi-team**: We are a cross-functional team (Product, Customer Success, and Support) analyzing support tickets to improve overall customer experience. We want to identify product issues that drive support volume, understand customer success opportunities, and optimize support processes. Focus on categorizing issues by root cause (product, process, or customer education), impact on customer satisfaction, and opportunities for proactive improvement across all team functions.
### **Topic Description Examples**
| Topic Name | Description |
| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Authentication Issues** | Login problems, password reset failures, two-factor authentication issues, and account lockouts. Includes both technical authentication errors and user confusion about login processes. |
| **Integeration Problems** | Issues connecting our product with third-party tools, API errors, sync failures, and data import/export problems. Covers both technical integration failures and setup difficulties. |
| **Billing Inquiries** | Questions about charges, invoice discrepancies, payment method issues, subscription changes, and refund requests. Includes both billing errors and billing process confusion. |
| **Feature Not Working** | Reports of specific product features that are broken, not responding, or producing unexpected results. Focus on functionality that should work but doesn’t. |
| **How-to questions** | Requests for help understanding how to use existing features, step-by-step guidance, and clarification about product capabilities. Covers learning and usage questions rather than technical problems. |
### Context Examples
**UX Research**: I am a UX Researcher analyzing product feedback to understand user experience patterns. I want to identify usability issues, workflow frustrations, and areas where users struggle to accomplish their goals. Highlight specific interface problems, confusing interactions, and suggestions for improving user flows. Include both functional issues and emotional responses to the product experience.
**Product Strategy**: I am a Product Strategist using customer feedback to inform long-term product direction. Help me identify emerging user needs, changing usage patterns, and strategic opportunities for product evolution. Focus on broader themes about customer goals, market trends, and potential new product directions rather than specific feature requests.
**Customer Success**: I am a Customer Success Manager reviewing product feedback to improve customer onboarding and adoption. I want to understand where customers get stuck, what features drive the most value, and how to help users achieve success faster. Highlight common learning curves, feature discovery issues, and factors that lead to increased product engagement.
### Topic Description Examples
| Topic Name | Description |
| ------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Feature Requests** | Suggestions for new functionality, enhancements to existing features, and requests for product capabilities. Focus on primary product features. |
| **Workflow Improvements** | Suggestions for streamlining processes, reducing steps, improving efficiency, and enhancing user workflows. Includes feedback about task completion and process optimization. |
| **User Experience Suggestions** | Ideas for improving interface design, navigation, information architecture, and overall user experience. Covers usability improvements and design enhancement suggestions. |
| **Integration Requests** | Requests for connections with specific third-party tools, API improvements, and expanded integration capabilities. Includes both new integration requests and improvements to existing ones. |
| **Documentaton and help** | Feedback about help documentation, tutorials, onboarding materials, and learning resources. Includes requests for better explanations and more comprehensive guidance. |
### Context Examples
**Sales Manager:** I am a Retention Manager analyzing churn feedback to reduce customer attrition. I want to understand the primary reasons customers leave, identify early warning signs of churn risk, and discover opportunities for intervention. Focus on categorizing churn reasons by type (product, service, price, etc.) and understanding what could have prevented each departure.
**Product Manager**: I am a Product Manager reviewing churn reasons to identify product-related retention issues. Help me understand which product limitations or missing features drive cancellations, what competitive alternatives customers choose, and how product experience contributes to churn decisions. Include insights about product-market fit and feature gaps that impact retention.
**Customer Success Leadership**: I am a Customer Success Leader analyzing cancellation feedback to improve our customer journey. I want to understand failure points in onboarding, ongoing support, and value realization that lead to churn. Focus on identifying systemic issues in our customer success processes and opportunities to better demonstrate ongoing value to customers.
### Topic Description Examples
| Topic Name | Description |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Product Limitations** | Cancellations due to missing features, functionality gaps, or product capabilities that don’t meet customer needs. Includes comparisons to competitors with better feature sets. |
| **Pricing Concerns** | Cancellations related to cost, budget changes, pricing increases, or perception that the product is too expensive for the value provided. Includes price sensitivity feedback. |
| **Technical Issues** | Departures due to ongoing bugs, performance problems, reliability issues, or technical difficulties that couldn’t be resolved. Includes frustration with product stability. |
| **Service Quality Issues** | Cancellations due to poor customer support, account management problems, or negative service experiences. Includes dissatisfaction with company responsiveness or helpfulness. |
| **Business Changes** | Departures due to company restructuring, budget cuts, changing business needs, or strategic shifts that make the product no longer relevant. Includes organizational change. |
### Context Examples
**Product Manager**: I am a Product Manager analyzing product reviews to guide feature development and positioning. I want to understand what customers value most about our product, identify common complaints or limitations, and discover unmet needs that could inform our roadmap. Highlight specific use cases, integration needs, and competitive comparisons mentioned by users.
**Marketing Manager**: I am a Marketing Manager reviewing product feedback to refine our positioning and messaging. Help me understand what benefits customers highlight, what language they use to describe our value, and how they compare us to alternatives. Include insights about different customer segments, use cases, and the specific outcomes customers achieve with our product.
**Multi-team**: We are Product and Marketing teams collaborating to analyze product reviews for both development and positioning insights. We want to understand what customers value most about our product, identify improvement opportunities, and discover messaging that resonates with different customer segments. Focus on feature feedback, competitive positioning, customer language for marketing, and product enhancement opportunities.
### **Topic Description Examples**
| Topic Name | Description |
| ------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Product Quality** | Assessments of build quality, durability, materials, craftsmanship, or software robustness. Includes both positive quality praise and concerns about product construction or reliability |
| **Delivery and Shipping** | Experiences with order fulfillment, shipping speed, packaging quality, delivery accuracy, and logistics. Covers both positive delivery experiences and shipping problems. |
| **Customer Service Experience** | Interactions with sales, support, or service teams including responsiveness, helpfulness, knowledge, and problem resolution. Includes both pre and post-purchase service experiences. |
| **Competitive Comparisons** | Direct comparisons to competitor products, mentions of alternatives considered, and relative positioning feedback. Includes reasons for choosing this product over others or vice versa. |
| **Use Case and Applications** | How customers actually use the product, specific use cases, workflow integration, and practical applications. Includes both intended and creative uses of the product. |
# Evidence
Source: https://docs.dovetail.com/help/channels/evidence
The raw feedback behind every idea: the activity view, the full evidence list, and what a single data point contains.
## Evidence
Evidence is the full list of data points behind a channel, and the place to verify a signal or find a quote worth using.
### Activity over time
A calendar-style view shows evidence volume by day, so you can see at a glance when feedback spiked or went quiet.
### Full evidence list
Every data point across every connected source appears here, most recent first, with a preview of the content and the contact who shared it.
### Evidence panel
Open a data point to see:
* Contact details, if enabled from your [Contacts database](https://docs.dovetail.com/help/contacts)
* Whether this piece of evidence is already linked to an idea or not.
* The full feedback, including the complete thread if it’s part of a conversation
From the `...` **More** menu on a data point, you can `configure` which fields are shown, `add to idea`, or `delete evidence`.
### Open data point
Opening a data point in full shows its complete breakdown: sentiment, the feedback itself, and contact details.
***
# Idea actions
Source: https://docs.dovetail.com/help/channels/idea-actions
Send an idea to Jira, Linear, Figma, or Claude, notify the customers behind it, and reach Channels data through MCP and the API.
## Dovetail actions
Dovetail actions let you send an idea or a piece of evidence straight to the tool you’ll actually use it in, with context intact and nothing copied by hand.
Sending content to **Claude** or **Claude Code** opens it with a prompt already matched to what you’re sending, so you can analyze the evidence or draft a spec straight away.
Send to **Figma Make** or **Lovable** to turn an idea or a piece of evidence into a starting point for a prototype, rather than starting from a blank canvas.
Send to **Jira** or **Linear** to create a ticket directly from an idea. Because the ticket is linked back to the idea it came from, you can trace a straight line from the original feedback through to the roadmap and work your team ships, and report on the outcome once it’s resolved.
You can also start a chat, send to **Slack**, add to a doc, notify customers, or copy a link, text, or generated prompt, depending on what you’re working with.
The menu surfaces your most-used actions first, so the one you need is usually right at the top.
Available actions differ depending on whether you’re on an idea or a piece of evidence.
| Action | Ideas | Evidence |
| :----------------------------------------------------------- | :---- | :------- |
| Notify customers | ✅ | — |
| Start chat | ✅ | ✅ |
| Add to doc | ✅ | — |
| Copy link | ✅ | — |
| Copy text | ✅ | ✅ |
| Copy as prompt | ✅ | ✅ |
| Create agent | ✅ | — |
| Send to Linear, Jira, Figma, Claude, Claude Code, or ChatGPT | ✅ | ✅ |
***
## MCP and API access
Channels 2.0 ideas are available programmatically through Dovetail’s MCP server and API, so other tools your team already uses can query Channels intelligence directly.
You can find more information on our [MCP](/integrations/mcp-server) and [Dovetail API](/integrations/dovetail-api) pages.
***
## Share your feedback
Channels 2.0 is in beta, so we would love to hear your feedback to let us know how your experience is going. All feedback is shared directly with the Dovetail team to help us improve the product.
You can do this:
1. From the `...` More menu in the top right corner,
2. Select `Give feedback`
Or,
1. From the `Give feedback` icon inside the idea side panel
2. Select `Give feedback `
# Ideas
Source: https://docs.dovetail.com/help/channels/ideas
The ranked Ideas feed: status and ownership, evidence roll-ups, summaries, trends, entities, and saved views.
## Ideas
The Ideas feed is a ranked list of what’s worth acting on, most important first.
### Status, priority, assignee
Each idea moves through a lifecycle: **Surfaced → Assigned → In progress → Resolved**. Set a priority manually, and assign an idea to a teammate so ownership is clear.
### Roll-up breakdown
Every idea shows a roll-up of the evidence behind it: number of data points, sources, contacts, and total ARR represented.
This rollup is managed through your contact identifiers, which can be accessed in Dovetail by going to `Settings` **→** `Contact Settings `**→** `Contact Identifiers `**→** `Configure`**.**
### Idea summary and recommendations
Each idea comes with a summary explaining what’s driving it and why it matters, written in plain language from the evidence behind it. Below the summary, Channels suggests a short list of concrete recommendations, specific changes or approaches worth considering to address the idea.
Both the summary and recommendations update automatically as new evidence comes in, or as you change the date range or filters applied to the channel, so what you’re reading always reflects the current state of the underlying data.
### Comments
Use @mentions to bring in a teammate, or to reference other objects in your workspace, such as a Project, a Doc, or another Channel, so people can jump straight to the relevant context without leaving the conversation.
### Over-time trending visualization
Each idea includes a trend over time graph, showing how signal volume has changed. A rising sparkline means the issue is becoming more prominent; a flat or declining one suggests it’s stabilizing. Ideas with no recent activity are marked **Dormant**.
Open the full over-time chart on an idea to see demand across your selected date range, useful for spotting whether something is seasonal, tied to a release, or steadily growing.
### Entities and tags
Entity tags on each idea card show the topics, features, and product areas extracted automatically from the underlying evidence. Filter the whole feed by an entity to see only ideas related to that topic.
### Rename, merge, and archive
You’re always in control of how ideas are organized:
* `Rename` an idea’s headline in your own words.
* `Merge` overlapping ideas into a single, clearer one.
* `Archive` an idea that’s no longer relevant.
### Closing the loop
When you move an idea to **Resolved**, use the `Notify customers` action to draft and send a personalized update to the contacts whose feedback contributed to it. Dovetail generates the complete CSV list of contacts that have associated with that idea. You can use chat to review the message, make any edits, and send it from your own email client.
***
## Sort, filter and save views
### Sort and filter
Use `Sort by` to order the feed by activity, priority, severity, sentiment, data points, and more, including custom rollups like plan or industry.
Use `More` to filter by fields such as entity, intent, ARR, contacts, owner, and archived status. Filters stack, so you can combine, for example, Entity and Intent to narrow to a precise slice of feedback.
### Saving views
Save a specific combination of filters and sort order as a view, so your team can return to the same slice of feedback without rebuilding it each time. This is a shared way for different squads or product areas to work from the same feed. For example, segmenting and saving views based on product area, industry, region, revenue, etc.
***
# Channels
Source: https://docs.dovetail.com/help/channels/index
How Channels turn continuous customer feedback into ranked Ideas backed by Evidence, and how to tell which version a channel is running.
Channels analyze continuous, high-volume customer feedback: support tickets, product reviews, survey responses, and sales conversations. Feedback arrives from connected sources, and Channels groups it into ranked Ideas you can act on.
Only paid seats can create and manage channels. **Viewers** cannot connect a data source to a channel.
New channels use Channels 2.0, which is currently in beta. Channels created before 2.0 continue to run on the original experience, documented in [Channels 1.0](/help/channels/channels-1-0). A badge on each channel shows which one it is using.
## Ideas vs Evidence
Channels 2.0 organises everything you see into two views.
**Ideas** are AI-generated, opinionated summaries of what’s worth doing next, based on the consolidation of all your high-volume feedback. Each idea groups together the feedback pointing at the same underlying problem or request, and is ranked by how much it matters: your business context, how often it comes up, how many accounts are affected, and how much ARR sits behind it.
**Evidence** is the raw material behind every idea: the original support tickets, reviews, survey responses, and conversations. Use Evidence to check a claim, pull a quote, or see exactly who said what.
Think of Ideas as what to do, and Evidence as why.
***
## How Channels work
New channels use Channels 2.0, which is currently in beta. Channels created before 2.0 continue to run on the original experience, documented in [Channels 1.0](/help/channels/channels-1-0). A badge on each channel shows which one it is using.
## Ideas vs Evidence
Channels 2.0 organises everything you see into two views.
**Ideas** are AI-generated, opinionated summaries of what’s worth doing next, based on the consolidation of all your high-volume feedback. Each idea groups together the feedback pointing at the same underlying problem or request, and is ranked by how much it matters: your business context, how often it comes up, how many accounts are affected, and how much ARR sits behind it.
**Evidence** is the raw material behind every idea: the original support tickets, reviews, survey responses, and conversations. Use Evidence to check a claim, pull a quote, or see exactly who said what.
Think of Ideas as what to do, and Evidence as why.
Channels 2.0 groups your feedback into ranked **Ideas**, each backed by the **Evidence** behind it, and lets you act on them without leaving the feed. It's the default for any new channel you create, and it's currently in beta.
Channels you created before 2.0 keep working exactly as they did. This page documents that original experience — see [Channels 2.0](/help/channels/channels-beta) for the current one.
***
## How Channels work
## How Channels 1.0 works
The rest of this page covers **Channels 1.0**, which existing channels continue to run on. If your channel shows a 2.0 badge, follow [Channels 2.0](/help/channels/channels-beta) instead.
Channels 2.0 is built around four stages.
**Feedback in.** You connect your data sources and scope the channel to what you care about. You can consolidate all of your sources into a single channel, so that you have a combined voice of customer channel. Or you can create separate channels for different sources or areas.
**Ideas surfaced.** As data flows in, Channels groups it into ideas, ranked by severity, frequency, reach, and business context such as ARR. Dovetail will utilize any workspace docs as context to help generate ideas and ensure the right evidence is attached.
**Team acts.** From any idea, send to Jira, Figma Make, Linear, or Claude, comments, assign an owner, and track progress without leaving the feed.
**Close the loop.** When an idea is resolved, Channels enables you to notify the customers whose feedback contributed to it, driving loyalty and engagement.
***
***
When creating your own topics:
* Use clear wording that immediately conveys the high-level category
* Keep titles concise (2-3 words when possible)
* Use customer language rather than internal jargon
* Avoid overlapping categories that could confuse classification
* Use consistent naming patterns across similar topics
**Good examples** include "Mobile App Performance", "Billing and Payment Issues", "Feature Requests ", "Onboarding Confusion"
**Avoid example**s like "Technical problems with updating the software" (too granular), "Issues" (too broad), "Stuff about our platform" (unclear)
With each topic created, you will need to add a description. For these, we recommend that you:
* Explain the theme's scope clearly in 1-2 sentences
* Use keywords that customers might actually use
* Guide the AI on what to look for and what to exclude
* Keep under 200 characters for optimal performance
* Include specific examples but make sure the example and expectation matches the the most common meaning in general English
Once you reach the usage limit for the month, no new data points will appear in your channel. You can continue to access all data that has been imported previously, move data points, and update the themes list.
This also means that there will be no extra charges for overages and if necessary, you can choose to upgrade your data usage for your plan.
The usage period resets every month from the workspace original **billing date**. This is applicable for subscriptions billed on both a monthly and yearly cycle.
Yes. Workspace admins can increase or decrease the amount of data points included in your plan by accessing ⚙️ [**Settings**](https://dovetail.com/settings/billing) → [**Billing**](https://dovetail.com/settings/billing). For more information, see our article [here](https://dovetail.com/help/update-your-subscription/#add-or-reduce-data-point-limit-for-channels). If the option to increase your data points is unavailable, please **[contact our Sales team](https://dovetail.com/contact-sales/).**
There are a few important things you will need to know before upgrading or downgrading your Channels add-on:
* If you upgrade in the **current billing cycle**, the new limit will apply immediately, and data points in the current cycle will be imported and analyzed in Channels (up to the new limit).
* If you upgrade in the **next billing cycle**, only the data points that come in during the new cycle will appear in Channels. You will lose the data points from the previous cycle that were not imported.
* When downgrading and decreasing your limit, the new limit will apply immediately and no new data will appear in Channels. Any historical data will still be available.
No, you cannot export data from a channel like regular project data. This includes imported data points, generated themes, or generated summaries.
For details on your data, see Responsible Use on [Dovetail AI features](https://dovetail.com/help/ai-features/).
The current **Artificial intelligence development policy** in our [trust center](https://trust.dovetail.com/) is still relevant and covers what is required to use channels.
*Disconnecting* a source pauses the flow of new data but keeps existing data in your channel. *Deleting* a source permanently removes all previously imported data for that source from the specific channel.
CSV files don’t automatically re-sync or reprocess in the background. Instead, reclassification is mostly triggered by specific events, such as:
* Importing new data from a CSV
* Creating or updating topics/themes
In addition, theme regeneration can only run if:
* At least \~24 hours have passed since the last run, **and**
* More than 200 new datapoints have been added
**200 data points** are the minimum required to generate a theme.
Please make sure you are occupying a paid seat when connecting or reconnecting a Channel. Viewers cannot create or manage data sources within a Channel.
When a Channel integration disconnects due to an expired OAuth token or revoked access, Dovetail notifies you in three ways:
**Email notification** Dovetail sends an email using the "Channel Integration Disconnected" template. It includes the integration type and the reason for disconnection, so you know exactly what happened and what to do next.
**In-app notification** A notification appears in your notification center. For ingestion failures specifically, an error toast also displays so you're alerted immediately.
**Reconnect banner in the Channel UI** When you visit the Channel page, a "Reconnect Integration" banner appears at the top if the integration needs re-authentication. The Sources dialog also shows a "Disconnected" badge alongside a reconnect action for any affected sources.
To restore the connection, follow the reconnect prompt in the Channel UI or re-authenticate via the Sources dialog.
To restore deleted topics or themes:
1. Open the channel
2. Navigate to the Channel **⋯** menu → Open trash
3. Choose from which tab to restore from: Data points, Themes, or Topics
## Where to go next
Connect data sources, map your data, and manage them over time.
Focus areas and linked docs that shape how feedback is classified.
The ranked feed, roll-ups, trends, and saved views.
Send to Jira or Linear, notify customers, and reach ideas through MCP.
Channels 2.0 is built around four stages.
**Feedback in.** You connect your data sources and scope the channel to what you care about. You can consolidate all of your sources into a single channel, so that you have a combined voice of customer channel. Or you can create separate channels for different sources or areas.
**Ideas surfaced.** As data flows in, Channels groups it into ideas, ranked by severity, frequency, reach, and business context such as ARR. Dovetail will utilize any workspace docs as context to help generate ideas and ensure the right evidence is attached.
**Team acts.** From any idea, send to Jira, Figma Make, Linear, or Claude, comments, assign an owner, and track progress without leaving the feed.
**Close the loop.** When an idea is resolved, Channels enables you to notify the customers whose feedback contributed to it, driving loyalty and engagement.
Themes are generated from the individual data points imported into a channel. A data point is a single piece of feedback that is imported to a channel in Dovetail. It could be a support ticket, an NPS response, or any kind of continuous product feedback. A theme is a collection of data points with a title.
In Channels 2.0, themes are replaced by **Ideas** — ranked by how much they matter to your business — and the underlying data points are called **Evidence**.
All workspaces on any plan can import up to 1,000 data points per month, and additional data points can be purchased by [contacting our Sales team](https://dovetail.com/contact-sales/).
***
## Create a new channel
**Managers** and **Contributors** can create a new channel sidebar under Home or Browse pages. You can create a channel to track themes in support tickets, CSAT/NPS responses, churn responses, app store reviews, and in-product reviews.
* To do this, click `New` and select `Channel`.
* From there, [import data](/help/channels/import-data-to-channels/index) via a first-party integration, Zapier, or the [API](/integrations/dovetail-api). These options will automatically sync data into your channel. You can also import a CSV manually.
***
## Add context to guide AI
In a channel, Dovetail generates high-level topics to organize and refine key themes from your data. You can enhance AI-driven topic generation by adding context.
When creating a new channel, you will be instructed to provide details such as your role, specific goals, or key focus areas to create dynamic, tailored topics that align with what you're interested in.
* To do this, in the textbox under **Context,** enter your details as a prompt. For better results, you can also refine your prompt using `Enhance context`.
* Next, your channel will generate and our AI will surface a list of auto-generated topics and descriptions based on your imported data and context.
You can update or edit context anytime within a channel. Simply open the channel, click `•••` in the top-right corner, and select `Context`. Enter your details as a prompt, hit `Save`, and let the AI generate topics that focus on what truly matters to you. Updating this will only affect future classification.
When adding context to a channel:
1. Highlight the top 2–3 goals that apply across all the data. Keep it concise and under 10,000 characters.
2. Prompt using natural language and have a meaningful and quick-to-understand structure.
3. We recommend to keep it relatively broad. For example, if you go too granular to say “Missing features about intuitive navigation”, you might miss out on other “Missing features” that could be interesting or have to compensate by prompting with more text than necessary.
For example:
*I am a Product Manager interested in feedback related to product intuitiveness in these product reviews. Highlight points where users felt confused, lost, or unsure how to proceed. Include any suggestions for improving clarity, flow, or ease of use.*
***
## Create a topic, category, or area of interest
You can also add your own custom category, topic, or area of interest to organize themes and track what’s important to you. For a Channel, you can create up to ten topics in total that can be updated at any time.
* To do this, select `+ New` in the sidebar.
* Next, add a title and a brief description to help guide how we generate themes and classify data points.
* From there, click `Create`. Once created, we will create new themes and classify any existing and new data points into these.
You can also remove a topic from your channel if it is no longer needed. When removed, this will also remove any themes created within it. Data points classified under these themes will remain in your Channel.
* To delete a topic from your Channel, hover over your topic in the sidebar, click `••• `then select `Move to trash`.
***
You're always in control of your data. Once themes have been generated, you can merge any that are overlapping, edit to refine the title, or create your own if something was missed!
* To create new themes and keep track of what's relevant to you, click `+` New in the sidebar or on the themes list.
* From there, enter the theme name and description to help guide data classification and theme detection.
## Reconfigure meta-data fields
Rename and change your meta-data fields
***
You can add, disconnect, or **permanently delete** data sources within a channel at any time.
### Disconnect a data source
* Open the channel and go to the `Source`dialogue.
* Find the source you want to disconnect, click `More actions`
* Select `disconnect` and confirm the action.
If you wish to reconnect a data source, ingestion will resume from the earliest data point within your current billing period.
**Please note** that only *integrations* can be disconnected. For CSV uploads, you may delete specific entries or the entire upload to remove the data from your channel.
### Delete a data source
To permanently remove a data source and all its associated data from a channel:
* Open the channel and click `Source` in the top right.
* Find the source you want to remove and click `More actions`
* Select **Delete** and confirm the action.
This action is permanent and cannot be undone. Deleting a source removes its data from this channel only; data in other connected channels remains intact.
***
### Reconnect a data source
1. **Open your channel** and click **Source** in the top right
2. You'll see which sources are connected and disconnected
3. Select **Add source** to reconnect your integration
Alternatively, you can also select 'Reconnect' in the yellow banner that might appear if it's been disconnected.
Things to keep in mind:
* Make sure your account has proper permissions to access both the integration platform and the specific Dovetail channel
* Verify your credentials are correct
* When you reconnect, it will resume syncing from the earliest data point within your current billing period
***
## Track usage across channels
Channels is billed by the total number of data points used in all channels across a single workspace. To help you keep on top of your team's usage, you can quickly review how much data has been used for an entire workspace.
1. Open any channel in your workspace.
2. Click on `source` next to `Share` in the channel header.
3. In the Sources dialog, you'll see a **Workspace usage** card showing:
* Your current billing period (e.g., "1 Jun – 1 Jul 2026")
* Total data points used and your plan limit (e.g., "4,521 of 10,000 data points")
* A progress bar showing usage percentage (or **Unlimited** if your plan includes unlimited data points for Channels.)
* A breakdown of how many data points belong to the current channel vs. other channels
**As a workspace admin:** Admins can also view usage from `Settings `**>** `Billing`, which shows the same data point consumption as a progress bar alongside your plan details.
Please note that deleting a data source from a channel will not reduce your total data points usage count. Any data previously ingested still counts toward your usage limit for that billing period.
***
## FAQs
When creating your own topics:
* Use clear wording that immediately conveys the high-level category
* Keep titles concise (2-3 words when possible)
* Use customer language rather than internal jargon
* Avoid overlapping categories that could confuse classification
* Use consistent naming patterns across similar topics
**Good examples** include "Mobile App Performance", "Billing and Payment Issues", "Feature Requests ", "Onboarding Confusion"
**Avoid example**s like "Technical problems with updating the software" (too granular), "Issues" (too broad), "Stuff about our platform" (unclear)
With each topic created, you will need to add a description. For these, we recommend that you:
* Explain the theme's scope clearly in 1-2 sentences
* Use keywords that customers might actually use
* Guide the AI on what to look for and what to exclude
* Keep under 200 characters for optimal performance
* Include specific examples but make sure the example and expectation matches the the most common meaning in general English
Once you reach the usage limit for the month, no new data points will appear in your channel. You can continue to access all data that has been imported previously, move data points, and update the themes list.
This also means that there will be no extra charges for overages and if necessary, you can choose to upgrade your data usage for your plan.
The usage period resets every month from the workspace original **billing date**. This is applicable for subscriptions billed on both a monthly and yearly cycle.
Yes. Workspace admins can increase or decrease the amount of data points included in your plan by accessing ⚙️ [**Settings**](https://dovetail.com/settings/billing) → [**Billing**](https://dovetail.com/settings/billing). For more information, see our article [here](https://dovetail.com/help/update-your-subscription/#add-or-reduce-data-point-limit-for-channels). If the option to increase your data points is unavailable, please **[contact our Sales team](https://dovetail.com/contact-sales/).**
There are a few important things you will need to know before upgrading or downgrading your Channels add-on:
* If you upgrade in the **current billing cycle**, the new limit will apply immediately, and data points in the current cycle will be imported and analyzed in Channels (up to the new limit).
* If you upgrade in the **next billing cycle**, only the data points that come in during the new cycle will appear in Channels. You will lose the data points from the previous cycle that were not imported.
* When downgrading and decreasing your limit, the new limit will apply immediately and no new data will appear in Channels. Any historical data will still be available.
No, you cannot export data from a channel like regular project data. This includes imported data points, generated themes, or generated summaries.
For details on your data, see Responsible Use on [Dovetail AI features](https://dovetail.com/help/ai-features/).
The current **Artificial intelligence development policy** in our [trust center](https://trust.dovetail.com/) is still relevant and covers what is required to use channels.
*Disconnecting* a source pauses the flow of new data but keeps existing data in your channel. *Deleting* a source permanently removes all previously imported data for that source from the specific channel.
CSV files don’t automatically re-sync or reprocess in the background. Instead, reclassification is mostly triggered by specific events, such as:
* Importing new data from a CSV
* Creating or updating topics/themes
In addition, theme regeneration can only run if:
* At least \~24 hours have passed since the last run, **and**
* More than 200 new datapoints have been added
**200 data points** are the minimum required to generate a theme.
Please make sure you are occupying a paid seat when connecting or reconnecting a Channel. Viewers cannot create or manage data sources within a Channel.
When a Channel integration disconnects due to an expired OAuth token or revoked access, Dovetail notifies you in three ways:
**Email notification** Dovetail sends an email using the "Channel Integration Disconnected" template. It includes the integration type and the reason for disconnection, so you know exactly what happened and what to do next.
**In-app notification** A notification appears in your notification center. For ingestion failures specifically, an error toast also displays so you're alerted immediately.
**Reconnect banner in the Channel UI** When you visit the Channel page, a "Reconnect Integration" banner appears at the top if the integration needs re-authentication. The Sources dialog also shows a "Disconnected" badge alongside a reconnect action for any affected sources.
To restore the connection, follow the reconnect prompt in the Channel UI or re-authenticate via the Sources dialog.
To restore deleted topics or themes:
1. Open the channel
2. Navigate to the Channel **⋯** menu → Open trash
3. Choose from which tab to restore from: Data points, Themes, or Topics
## Where to go next
Connect data sources, map your data, and manage them over time.
Focus areas and linked docs that shape how feedback is classified.
The ranked feed, roll-ups, trends, and saved views.
Send to Jira or Linear, notify customers, and reach ideas through MCP.
# Chat in Slack and Teams
Source: https://docs.dovetail.com/help/chat/chat-in-slack-and-teams/index
Set up Ask Dovetail to answer questions and deliver digests in Slack and Microsoft Teams, with citations back to your customer data.
Available as an add-on to our **Enterprise** plan. Enterprise workspaces come
with additional features and support to meet your organization’s needs. Check
out our pricing page for more information on Enterprise.
## Overview
Ask Dovetail is an add-on integration that brings the voice of the customer directly to your [Slack](/integrations/slack) or [Teams](/integrations/microsoft-teams) workspace. Once connected to your workspace, Ask allows anyone in your organization to:
* Use conversational AI to ask questions in **Slack** and **Teams**. For example, a user could ask, "What do new users struggle with during onboarding?", and receive a summary based on customer feedback, with citations to the source data.
* Configure text or audio podcast digests, where key information is proactively delivered in an easy-to-consume format. These digests include summaries, key points, and (if delivered in audio format) clips of customer quotes.
There are lots of other ways to use Dovetail with Slack and Teams. [Learn more about our integrations →](/integrations/home)
***
## Set up chat in Slack or Teams
Ask Dovetail can be enabled by a Dovetail workspace admin after connecting the Slack or Teams integration in your workspace. If you are setting up the integration for the first time, there are a few things to be aware of:
* It’s common that you may require admin approval from Slack or Teams workspace owners when installing new apps like Dovetail. If this is the case for your workspace, we recommend seeking approval from your internal IT team and sharing this article to provide an outline of the integration’s capability and [requested permissions](/integrations/microsoft-teams).
* Only users with a Dovetail admin role can enable the integration in Dovetail. Non-admin users will not be able to view or configure the integration.
To enable Ask Dovetail:
1. In Dovetail, go to ⚙️ **Settings** → **Integrations** and find the **Ask Dovetail** card.
2. Toggle Ask Dovetail on. If you haven’t trialed it before, you’ll see an **Enable now for free** button — click it to request a 30-day trial and you’ll see the message **"Thanks! We’ll be in touch soon"**.
3. Once your request is approved, return to the same card and click **Connect to Slack** or **Connect to Teams** to authorize the app.
4. After connecting, use the same card to choose which **citable data types** (Highlights, Docs, Notes, Channels) and which **projects** Ask Dovetail can draw from when answering questions.
To turn Ask Dovetail off later, open the same card and toggle it off. You’ll see a **Disconnect Ask Dovetail** confirmation before it disconnects.
Your request has been received, but Ask Dovetail isn’t active yet. Once we approve it, return to the same card in ⚙️ Settings → Integrations to connect Slack or Teams. If we don’t approve it within 3 days, the button resets to **Enable now for free** and you can request again.
Note that requesting a trial is only available on Enterprise plans that haven’t trialed Ask Dovetail before — if you see a **Contact sales** option instead, get in touch with our [Sales team](https://dovetail.com/contact-sales/) to add it to your plan. Alternatively, reach out to your CSM for a trial or to purchase.
See our app specific [Integration](/integrations/home) docs for details on how to connect:
* [Slack](/integrations/slack)
* [Teams](/integrations/microsoft-teams)
***
## Query Dovetail in Slack or Teams
With Ask, anyone can ask a question to Dovetail in the tools they work in everyday. Where relevant, Dovetail will also provide citations in the response, allowing users to trace evidence back to data within Dovetail. To get started with a query:
* [Slack](/integrations/slack) – Type `@dovetail` followed by your search or question.
* [Teams](/integrations/microsoft-teams) – Type `@dovetail` followed by your search or question.
For anyone without a Dovetail account, they will be required to sign up before viewing any cited data in your Dovetail workspace.
***
## Create a scheduled digest
Ask Dovetail is an Enterprise add-on. A Dovetail workspace admin turns it on after Slack or Microsoft Teams is connected. Until that’s done, digests won’t run.
1. **Connect Slack or Teams**
In Dovetail, go to **Settings** → **Integrations**, then open **Slack** or **Microsoft Teams**. Select **Connect**, sign in, and approve the requested permissions.
A few things to know:
* Your Slack or Teams admins may need to approve the Dovetail app first.
* Ask Dovetail is a one-to-one connection: one Dovetail workspace to one Slack (or Teams) workspace.
* Personal Microsoft accounts aren’t supported for Teams.
Help articles: [Slack](https://docs.dovetail.com/integrations/slack) · [Microsoft Teams](https://docs.dovetail.com/integrations/microsoft-teams)
2. **Turn on Ask Dovetail**
Still in **Settings** → **Integrations**, open Slack or Teams and toggle **Ask Dovetail** on. Only a workspace admin can do this. If you aren’t an admin, you’ll see a prompt to ask one to enable it. If Slack or Teams requires app approval, you may need to submit a request to your IT team.
3. **Choose what Ask Dovetail can use**
After it’s on, the admin chooses:
* Which **projects** can be cited in answers and digests. Public projects are included by default; private projects are never included.
* Which **data types** can be cited (for example highlights, docs, notes, and channel themes).
Anyone in the connected Slack or Teams workspace can then ask questions and create digests. People without a Dovetail account will need to sign up before they can open cited data in Dovetail.
4. **Create a digest**
* [Slack](/integrations/slack) – Use the slash command `/dovetail digest` to open a popup and configure your digest. The Dovetail Slack app also supports `/dovetail help` and `/dovetail settings`.
* [Teams](/integrations/microsoft-teams) – Type `create-digest` in a direct message with the Dovetail app. `list-digests` shows any digests you’ve already set up.
Digests are managed on a per-user basis, so when you create one, only you can edit or delete that digest.
# Chat
Source: https://docs.dovetail.com/help/chat/index
Ask questions about your customer data and get cited answers, scoped automatically to the document, project, or workspace you're in.
## How Chat works
Chat auto-applies context from wherever you are in Dovetail, so you’re always asking the right question at the right scope.
* **Focused analysis:** Ask about a specific transcript — including OCR’d documents like academic papers — or a single feedback note.
* **Project synthesis:** At project level, ask broader questions across all the data in that project: a meta-study, a round of interviews, a collection of sales calls.
* **Workspace overview:** Zoom out further and synthesize across projects — different product areas, research themes, or feedback sources.
Chat responds in the same language you write in, and infers sensible search language from your project and document names, so multilingual teams can work naturally.
Here are a few ways to put it to work:
| Use case | Example question |
| :------------------------------ | :--------------------------------------------------------------------------------------------------- |
| **Get answers, not summaries** | *"How many enterprise customers mentioned onboarding friction this quarter, and what did they say?"* |
| **Segment by what matters** | *"What are churned accounts saying about pricing compared to customers who expanded?"* |
| **Validate before you build** | *"What have customers actually said about \[feature]? Show me the quotes."* |
| **Uncover what you’re missing** | *"What topics keep coming up across support and sales calls that we haven’t explored in research?"* |
| **Brief leadership fast** | *"What are the top three themes across all customer feedback this quarter, with evidence?"* |
***
## Start a new chat
Open **Chat** from the sidebar, or press **⌘ J** (Mac) / **Ctrl J** (Windows) from anywhere in your workspace. You can switch to full-page Chat for a larger workspace when you want more room for deeper analysis, then toggle back to the corner view whenever you need.
Ask anything — from *"How might I improve this conversation next time?"* on a single customer interaction to *"What are the main VoC themes this month?"* at workspace level.
The real power is conversational: ask follow-ups, push for nuance, challenge a point, or change direction entirely. Treat it like a dialogue with your research, not a search box.
***
## Mode selection
Chat gives you two modes to choose from, set via the mode selector in the prompt toolbar.
**Fast** is built for day-to-day questions, returning quick, cited answers when you want to know what’s trending, what customers are saying, or where key themes are surfacing.
**Deep research** works through more of your data and takes a little longer, drawing connections across sales calls, support tickets, and research sessions to tackle harder, more open-ended questions.
A good way to decide: start in Fast, and reach for Deep research when a question is worth the extra time.
Once the mode is changed, it’ll carry over across any new chat or context until you change it again.
***
## External MCP in chat
Sometimes the answer — or the action — isn’t in Dovetail. It’s in Slack, Linear, or Salesforce.
Chat can connect to the tools your team already uses, so you can pull in outside context or take action, all without leaving the conversation. Turn a customer complaint straight into a Linear issue. Ask Chat to check a Slack thread for context. Update a Salesforce record based on what you just learned from a call.
**Connect a tool**
Open the tools menu next to the message box in Chat. From there:
* **Connect** any of the built-in tools — Linear, Notion, Hex, Canva, Gmail, Slack, or Salesforce — with a one-click sign-in.
* **Add custom MCP** if the tool you want isn’t in the list. Paste in the server URL and give it a name, and it shows up alongside the others.
Once connected, toggle a tool on or off for any given conversation from the same menu.
| **Tool** | **What the MCP can do** | **Source** |
| :------------- | :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | :----------------------------------------------------------------------------------------------------------------------------------------------- |
| **Linear** | Search/retrieve issues, projects, teams, comments, and create issues, comments, and initiatives, update issue status, projects, and milestones | [linear.app/docs/mcp](https://linear.app/docs/mcp) |
| **Notion** | Search workspace content and read pages/databases and create or edit pages and content blocks, update database entries, add comments | [developers.notion.com/guides/mcp](https://developers.notion.com/guides/mcp/overview) |
| **Hex** | Find existing Hex projects and ask natural-language questions about your data in a new or ongoing analysis thread. It doesn’t create or edit Hex projects/notebooks directly. | [learn.hex.tech/docs/api-integrations/mcp-server](https://learn.hex.tech/docs/api-integrations/mcp-server) |
| **Canva** | Search and reference existing designs, brand templates, and comments and generate new designs from a prompt, edit and resize designs, upload assets, export files | [canva.dev/docs/mcp](https://www.canva.dev/docs/mcp/) |
| **Gmail** | Read messages, threads, and labels and create, manage, and send email drafts. | [Gmail API scopes](https://developers.google.com/workspace/gmail/api/auth/scopes) *(see caveat above)* |
| **Slack** | Search messages, channels, and people, and read conversation history across public/private channels and DMs and send messages in any of those conversations | [docs.slack.dev/ai/slack-mcp-server](https://docs.slack.dev/ai/slack-mcp-server/) |
| **Salesforce** | Depends entirely on what your Salesforce admin activates: ranges from read-only record search/query up to full create, update, and delete on any object (leads, cases, opportunities, accounts, custom objects) your account has access to | [developer.salesforce.com/.../servers-reference](https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/servers-reference.html) |
***
## Web search
Customer signals don’t exist in isolation. Sometimes you need external context alongside your internal data — what competitors are shipping, how the market is shifting, or which trends explain a pattern you’re seeing.
Web search lets you pull in external sources within a single Chat conversation, without leaving Dovetail. Ask Chat to look up a competitor’s latest product announcement, find industry benchmarks, or surface recent coverage tied to a trend in your data.
How teams use this:
* **Competitor context** — compare what your customers are saying with what competitors are shipping, in one place.
* **External validation** — support emerging themes with third-party sources and published benchmarks.
* **Market signals** — layer in industry or macro trends to strengthen your interpretation of internal data.
***
## Rich media in Chat
Customer feedback isn’t just text — it’s video. Real moments, real expressions, real frustration and excitement.
When Chat surfaces a relevant snippet from customer feedback, it renders the video directly in the conversation. You can watch it inline, right alongside the analysis. When multiple moments are relevant, they appear in a scrollable carousel so you can move through the evidence without losing your place.
Each highlight is also downloadable, so you can bring customer moments into presentations or share them with stakeholders in one click.
You’re not reading a summary of what a customer said. You’re watching them say it, without leaving the conversation.
***
## Attach files in Chat
@-mentions scope Chat to content already in your Dovetail workspace — projects, channels, docs, data. Sometimes the material you need isn’t in Dovetail yet. File attachments let you bring in outside material for that message: a PDF, a screenshot, or a CSV.
#### Supported file types
| Type | Formats |
| ------------- | -------------------------------------------- |
| Documents | PDF |
| Images | PNG, JPG/JPEG, GIF, WebP |
| Text and data | CSV, plain text (.txt), Markdown (.md) |
#### Limitations:
Size limit: 32 MB per file.
Word, Excel, PowerPoint, audio, and video files aren’t supported as Chat attachments — export to PDF or CSV first, or import the file into a project if you need it in Dovetail long term.
***
## How to attach a file to Chat
1. Open Chat from the homepage, full-page Chat, or the peek panel.
2. Click **+** (or the paperclip) and choose **Attach file**, or drag and drop a file onto the Chat area.
3. Wait for the upload to finish — you’ll see a thumbnail while it uploads.
4. Send your message, either with a question or the file alone.
You can attach multiple files to one message.
**What happens to your file**
* PDFs and images — Chat reads the file directly, including layout, charts, and visuals.
* CSV, text, and Markdown — Chat reads the text content.
Attachments stay with the message you sent and remain available in that conversation for follow-up questions. This isn’t the same as importing data into a project — attachments are for quick, in-the-moment analysis, not your shared research library.
***
## Ways to use file attachments in Chat
#### Analyze content that isn’t in Dovetail, yet
* A report or spec someone emailed you, notes exported from another tool, or a survey export.
* Voice of Customer can analyze a `market research` report with the web search tool on to help with writing up market analysis and competitor docs
* Research teams can analyze survey exports from other platforms in conjunction with their research analysis that happens in Dovetail
#### Validating and stress-testing design concepts
* Drop in design mockups or whiteboard user flows and ask a Digital Twin "What do you think of this design?" to quickly validate a design direction or ask a research coach agent "will this design concept test the assumptions I have?" with their research plan context on
#### Lightweight spreadsheet analysis
* Export NPS results or support tickets and ask chat to "Summarize the themes in this file." for quick analysis without waiting for a channel to classify
#### Review visuals
* UI screenshots, mockups, or photos of whiteboards. Ask "What stands out in this design?"
#### Explore spreadsheet exports
* NPS results or support ticket exports. Ask "Summarize the themes in this file."
#### Combine with workspace context
* Attach a file and @-mention a project or channel: "How does this spec compare to what we heard in @Customer interviews?"
#### Cross-context analysis
* Product teams can attach a file and @-mention a project or channel to ask "How does this spec compare to what we heard in @Customer interviews"
***
## Chat attachment vs. importing into a project
| | Chat attachment | Import into a project |
| ----------- | --------------------------------- | ----------------------------------- |
| Best for | Quick questions, one-off analysis | Long-term research, tagging, search |
| Setup | Attach and ask immediately | Upload to a project or data entry |
| Team access | Stays in that Chat conversation | Part of your research library |
***
## Troubleshooting attachments in Chat
| Issue | What to try |
| -------------------------------------- | ------------------------------------------------------------------------------------ |
| "File type isn’t supported" | Use PDF, PNG, JPG, GIF, WebP, CSV, .txt, or .md only — renaming a file isn’t enough. |
| "Files must be 32 MB or smaller" | Compress the file or split the content. |
| "Already attached" | You added the same file twice — remove the duplicate. |
| "Upload failed" | Check your connection and try again, or try a smaller file or different format. |
| Message sent but Chat ignored the file | The upload may have failed — check the thumbnail showed a checkmark, not an error. |
***
## Multi-context: ask one question across multiple sources
You can now @mention multiple sources in a single query — a project, a channel, a specific document, or any combination — and Chat will synthesize insights across all of them in one response, with citations linked back to each source.
You can also narrow your scope within a project. Instead of querying an entire project, select specific calls or documents and ask targeted questions about just those inputs.
How teams use this:
* **Cross-functional synthesis** — combine perspectives from research, support, and sales to understand what’s changing and where to focus next.
* **Focused analysis** — isolate a handful of interviews or documents without noise from the rest of the project.
* **Strategic context** — pair internal research data with specific strategy documents for more informed answers.
***
## View citations
Every answer is grounded in your data. Citations are interactive, with expandable source previews so you can verify exactly where information came from without leaving the conversation.
***
## Transparent thinking
Expand the **Show thinking** panel to see exactly how Chat arrived at an answer — which sources were scanned, how many interviews were read, what highlights and documents were generated, broken down step by step.
Dynamic thinking states show real-time progress as Chat works through your question, so you always know what’s happening. You can also stop a response mid-stream once you have what you need, and Chat will always tell you if citations are still loading or thinking is still in progress.
***
## Create an Agent from Chat
If a conversation surfaces something worth repeating, you can turn it into an agent in one click.
**Create agent** appears at the bottom of a Chat response. Clicking it opens the agent dialog with a prompt already written — so you’re not starting from scratch.
How the prompt is generated depends on the conversation:
* **Single question** — the prompt is taken directly from your question, as written.
* **Multi-turn conversation** — Chat rewrites the prompt to capture the full context of the thread, so the agent understands the intent behind the whole conversation, not just the last message.
From there, you can refine the prompt, configure the agent, and save it — ready to run against your workspace whenever you need it.
***
## Create a doc from Chat
Create a doc directly from Chat by clicking **Create doc** on any response. The doc lands ready to refine, citations link back to their source data, and any video or highlight reels referenced in the response are embedded automatically.
Where the doc is created depends on where chat is scoped to for context. You can check the context chat is scoped to by the lozenge in the prompt editor.
| Chat location | Doc is created in |
| :-------------------------------------------------- | :--------------------- |
| Project | That project |
| Folder | That folder |
| Workspace | Root |
| Multi-select (first context is a project or folder) | That project or folder |
| Multi-select (first context is anything else) | Root |
***
## View Chat history
Open Chat, then select **Show chat history** to see past threads. Conversations are named from what they were about, so you can scan the list quickly. You can view all chat history in the sidebar of full page chat too.
***
## Edit or delete Chat history
From full-page Chat, click `•••` next to the chat history you want to edit, then select **Rename chat** or **Delete**.
***
## How Chat uses metadata
Chat reads metadata across your data. The better structured your workspace — fields filled in, contacts assigned, segments used consistently — the richer the answers.
***
## Who can see what
Chat only searches and cites content your account can already access in Dovetail. It doesn’t bypass permissions.
***
## Share your feedback
Use **thumbs up** and **thumbs down** on replies. Feedback goes directly to the Dovetail team to improve Chat.
***
## FAQs
When web search is enabled, Chat uses Google’s search and grounding technology to find and summarize relevant information from the web. Here’s what that means in practice:
* Google’s systems may review up to 20 web pages per search request.
* Chat does not read or store raw webpage HTML directly.
* Instead, Chat receives a short AI-generated summary of relevant content, along with source titles and links for citations.
* Each web search response is limited to a concise summary (approximately 2,000 characters).
* A single response may involve multiple web searches if additional context is needed.
Web retrieval and processing are handled by the underlying search provider, and these limits may change over time.
Chat history titles should be 500 characters maximum and 1 character minimum.
# Prompt guidance
Source: https://docs.dovetail.com/help/chat/prompt-guidance/index
Write better Chat prompts by choosing the right context level, picking Fast or Deep research, and structuring questions for sharper answers.
## Overview
Crafting effective prompts enables you to extract deeper insights from your data and get the answers you need faster. Learn how to structure your questions, choose the right context level, and use different prompt types helps you unlock the full power of Dovetail’s AI.
***
## Understanding chat context levels
Dovetail’s contextual chat automatically applies filters based on your current location, giving you distinct analysis scopes. The filter icon indicates your current context level and can be toggled on/off.
| Context Level | Context | Use Cases | Example |
| :--------------------------------------------- | :--------------------------------------------------------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | :----------------------------------------------------------------------------------------------------- |
| **Object level (Micro Analysis)** | Focus on individual transcripts, notes, documents, insights, etc | Perfect for detailed insights and specific customer understanding. Works best for most types of questions due to focused scope. | "What specific concerns does this customer raise about our pricing?" |
| **Project or Channel level (Meso Analysis)** | Synthesize across all data within a specific project or channel | Requires very specific questions to avoid vague results. Use specific keywords/names in your queries. Works best when you need insights aggregated across the project or channel. | "What did users say about our checkout process?" (instead of "What are common themes?") |
| **Workspace or Folder level (Macro Analysis)** | Query across all projects and data in your folder or workspace | Works best when you need insights aggregated across a folder or workspace. Use specific keywords/names in your queries as broad questions can produce vague results with large datasets. | "What are users’ top pain points with our search experience?" (instead of "What are top pain points?") |
***
## Choosing a Chat mode
Alongside context level, Chat offers two modes — **Fast** and **Deep research** — that control how thoroughly it works through your question. Switch between them using the mode selector in the prompt toolbar.
| Mode | Best for | Example |
| ----------------- | -------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- |
| **Fast** | Quick, cited answers to everyday questions — lookups, summaries, and light synthesis | "What are the top three complaints about onboarding this month?" |
| **Deep research** | Complex, open-ended questions that need reasoning across more of your evidence, with cross-checking and stronger citations | "Why are enterprise customers churning, and what’s the common thread across the accounts we lost this quarter?" |
**Fast prompts to try:**
* "Summarize what customers said about pricing in the last 10 support tickets."
* "Which feature got the most mentions in NPS responses this quarter?"
* "Pull the quotes where customers mention slow load times."
**Deep research prompts to try:**
* "Compare what Sales is hearing on calls with what Support sees in tickets about the new dashboard feature — where do they disagree?"
* "Build the case for prioritizing mobile next quarter using all the evidence we have, grounded in potential revenue impact."
* "How has sentiment about our pricing shifted over the last six months, and what changed?"
A good way to decide: start in Fast, and reach for Deep research when a question is worth the extra time.
***
## Types of Prompts
Contextual chat supports various types of prompts beyond simple questions. Understanding these different approaches will help you get more value from the tool.
### Direct questions
The most straightforward way to interact with your data.
**Simple Questions:**
* "What features do customers request most often?"
* "How do users describe our customer support?"
**Analytical Questions:**
* "What patterns emerge in churn feedback about our billing system?"
* "What underlying issues cause customers to contact support about integrations?"
* "What factors influence customer satisfaction with our onboarding process?"
### Synthesis
Ask chat to combine and connect information from multiple sources to create comprehensive insights.
**Within a Project (synthesizing across data objects):**
* "Synthesize all feedback about our checkout process"
* "What patterns emerge across all user testing sessions about navigation issues?"
* "Connect customer goals, pain points, and feature requests mentioned throughout this project"
**Across Projects (synthesizing within a folder/workspace):**
* "Synthesize the main themes about pricing across all customer conversations"
* "What patterns appear in how users describe our onboarding experience?"
* "Connect insights about customer success factors across all projects"
### Summarization
**Executive Summaries:**
* "Summarize the key findings from this project in 3 bullet points"
* "Provide a high-level overview of customer sentiment about our latest release"
* "What are the top 3 takeaways from all customer interviews this quarter?"
**Detailed Summaries:**
* "Provide a comprehensive summary of all usability issues mentioned in testing sessions"
* "Summarize customer feedback about our mobile app, including specific examples and quotes"
* "Give me a detailed breakdown of all feature requests with context about why users want them"
**Thematic Summaries:**
* "Summarize feedback organized by customer journey stage"
* "Group all pricing feedback into themes and summarize each theme"
* "Summarize what customers say about our product organized by feature area"
### Tasks
**Creating Deliverables:**
* "Draft a follow-up email for this call"
* "Create a list of product improvements to share with the engineering team based on this feedback"
* "Write a brief for our design team about the navigation concerns users expressed"
* "Generate talking points for our next customer advisory board about feature priorities"
**Analysis Tasks:**
* "Identify the root causes of customer churn"
* "Extract all mentions of competitor products and what users say about them"
**Custom Personas:**
* "Create a profile of our power users based on what they say in interviews"
* "Build a persona for enterprise buyers based on sales conversation data"
**Prioritization Help:**
* "Rank feature requests by frequency and impact based on customer feedback"
* "Prioritize usability issues by how often they’re mentioned and severity"
* "Order customer pain points by business impact based on what customers say"
**Report Creation:**
* "Summarize issues to share with the product team, organized by priority"
* "Generate a report on customer satisfaction trends with supporting quotes"
* "Compile all feedback about our onboarding process into a structured document"
***
## Crafting effective prompts
The quality of your answer depends entirely on the quality of your question. The broader your scope (from a single data object to an entire workspace), the more specific and targeted your prompt needs to be to get clear, actionable results.
### The specificity principle
The system performs searches based on your language, so use specific keywords/names that would actually appear in your data.
**Generic questions produce vague results:**
* ❌ "What do customers think?"
* ✅ "What specific concerns do customers express about our onboarding process?"
**Be specific about topics:**
* ❌ "What are common themes?"
* ✅ "What did customers say about our mobile app performance?"
**Use customer language:**
* ❌ "Any insights about pain points?"
* ✅ "What frustrations do users describe when trying to complete their profile setup?"
### Use natural language
Frame prompts using words your customers would actually use:
* "What problems do customers mention with billing?"
* "How do users describe the signup process?"
* "What complaints appear about our customer support?"
* "What do customers like about our dashboard?"
### Filtering by Custom Fields
You can narrow your results by referencing custom fields in your queries.
| Field Type | Structure | Example |
| :-------------------- | :---------------------------------------------------------- | :------------------------------------------------------------- |
| Text Field | Use data where \[Field Name] is \[value] | *Only include documents where Status is Active* |
| Select/Dropdown Field | Only include data where \[Field Name] is \[option] | *Use interviews where Product is Mobile App* |
| Boolean Field | Only show data where \[Field Name] is true/false | *Use documents where Published is true* |
| Date Field | Only include data where \[Field Name] is \[date/date range] | *Use interviews where Interview Date is after January 1, 2024* |
**Single field filter:**
* "What feedback do we have where Priority is High?"
* "Only include notes where Customer Type is Enterprise"
**Multiple field filters:**
* "Use interviews where Product is Web App and Status is Completed"
* "Only include notes where Region is North America and Published is true"
**Combined with search terms:**
* "Find feedback about login issues where Severity is Critical"
* "What do customers say about pricing? Only include data where Product is SaaS"
### Formatting your responses
* "List the top 5 pain points mentioned in customer calls"
* "Compare mobile app feedback vs. web app feedback"
* "Summarize billing issues in bullet points"
* "Which issues have the highest impact on customer satisfaction?"
* "What themes emerged in Q4 customer interviews?"
### Response length and detail
**For longer, more comprehensive responses:**
* Use explicit detail requests: "Provide a detailed analysis of…" or "Give me a comprehensive explanation of…"
* Ask for multiple aspects: "What are the main themes, specific examples, and patterns?"
* Request structured formats: "Break this down with headings and bullet points"
**For refined results:**
* Follow up if needed: "Can you expand on that?" or "Provide more detail about \[specific aspect]"
* Ask chat to reorganize: "Can you reformat that as a table?" or "Group those by priority"
***
## Crafting your Project Overview
Your project overview becomes part of the AI’s context, helping it understand the project’s purpose, scope, and domain. A well-crafted overview improves search quality and answer relevance throughout your conversations.
### What to Include
**1. Project Purpose and Goals** — Primary research questions, business context, expected outcomes.
**2. Key Terminology and Domain Context** — Industry-specific terms, product/service names, customer personas, acronyms.
**3. Data Sources and Types** — Types of data (interviews, surveys, support tickets), collection methods, time periods, geographic scope.
**4. Research Methodology** — How data was collected, key stakeholders, important dates, frameworks used.
**5. Key Themes and Topics** — Main themes or tags, important patterns already identified, areas of focus.
***
## Workspace Chat Customization
Available on the Enterprise plan
Enterprise workspaces can customize chat behavior through workspace-level guidance (max 10,000 characters).
### What you can customize
**1. Role and Persona** — Define the assistant’s role, set expertise areas, specify the perspective to take.
**2. Response Style and Tone** — Formality level, voice, tone, language preferences.
**3. Formatting and Structure** — Preferred structure, heading usage, citation format, length preferences.
**4. Content Focus and Priorities** — What to emphasize or de-emphasize, domain-specific priorities.
**5. Rules and Constraints** — What to include or exclude, terminology preferences, naming conventions.
**6. Domain-Specific Guidance** — Industry terminology, compliance requirements, research methodology preferences.
### Example Configuration
```text theme={null}
You are a UX research assistant specializing in B2B SaaS products.
Focus Areas:
- Prioritize insights about product usability and workflow efficiency
- Emphasize quantitative data when available
- Always consider enterprise security and compliance requirements
Response Style:
- Use a professional but approachable tone
- Structure responses with clear headings and bullet points
- Keep responses concise (prefer SHORT to MEDIUM length)
Terminology:
- Use "customers" not "users"
- Use "features" not "functionality"
- Always refer to "workspaces" not "accounts"
Content Rules:
- Never mention specific competitor products by name
- Always anonymize customer names in responses
- Focus on actionable insights that can drive product decisions
```
***
## Persona-based Examples
### Researcher
| Context Level | Example Prompts |
| :------------------ | :-------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Object level** | "What usability issues does this participant encounter during task completion?" / "Identify the root cause of this user’s confusion with the interface" |
| **Project level** | "Summarize all usability issues found in this testing round with severity levels" / "Create a research summary to share with the product team highlighting critical issues" |
| **Workspace level** | "What usability patterns emerge across all research projects this year?" |
### Product Manager
| Context Level | Example Prompts |
| :------------------ | :------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Object level** | "What feature requests does this customer mention and why?" / "Rank this customer’s feature requests by urgency" |
| **Project level** | "Summarize feature requests with customer impact for our roadmap discussion" / "How do customer needs differ between enterprise and SMB segments?" |
| **Workspace level** | "Rank all feature requests by frequency and business impact" / "Create a quarterly product insights report" |
### Designer
| Context Level | Example Prompts |
| :------------------ | :--------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Object level** | "What design language does this customer use to describe their preferences?" |
| **Project level** | "Summarize all visual design feedback with specific UI improvement suggestions" / "Create a design brief based on user feedback about the dashboard" |
| **Workspace level** | "What design system improvements would address user feedback across all projects?" |
### Customer Success
| Context Level | Example Prompts |
| :------------------ | :----------------------------------------------------------------------------------------------------------------------------------------------- |
| **Object level** | "What onboarding challenges does this customer face?" / "Draft a follow-up email addressing this customer’s support concerns" |
| **Project level** | "Summarize adoption barriers with recommendations for improving onboarding" / "Create a health score analysis based on customer feedback themes" |
| **Workspace level** | "What are the leading indicators of customer success based on all feedback?" |
### Sales
| Context Level | Example Prompts |
| :------------------ | :------------------------------------------------------------------------------------------------------------------------------------ |
| **Object level** | "What objections does this prospect raise?" / "Create talking points to address this prospect’s integration concerns" |
| **Project level** | "Summarize competitive objections with recommended responses" / "Create a sales battlecard based on common objections and win themes" |
| **Workspace level** | "What messaging themes appear in our most successful sales conversations?" |
# Technical overview
Source: https://docs.dovetail.com/help/chat/technical-overview
How Chat builds context, from workspace custom instructions and context docs to location scope and the search behind every citation.
## What is chat
Chat is a context-aware AI agent built into Dovetail. Ask a question, and it searches your workspace data, synthesizes an answer, and cites the sources behind it.
Two things define how Chat behaves: **where you open it** (which determines what it searches) and **what you ask** (which determines how results are ranked and weighted).
## Where Chat gets its context
Every chat session draws from up to four layers of context, combined automatically:
### 1. Workspace-level custom instructions
Admins can configure a global prompt (up to 50,000 characters) that prepends every AI interaction across the entire workspace — Chat, Agents, and Ask Dovetail. Use it to set tone, restrict focus, or define a persona. It’s invisible to end users but shapes every response. *(Admin only — configured in Workspace Settings → AI → Custom context)*
### 2. Location context
Where you open Chat determines what’s automatically loaded as starting context — before you ask anything.
| Where you open Chat | What’s pre-loaded |
| :------------------ | :---------------------------------------------------------------------------------------------------- |
| Workspace | Your name and workspace metadata only — no documents pre-loaded |
| Project | Project title, project overview, description, category, tags, people, custom fields, folder hierarchy |
| Channel | Channel title, the Channel’s context field, and a list of themes with summaries |
| Data in projects | Full transcript/content, enriched field data, and survey summary |
| Doc | Full document text |
| Folder | Folder hierarchy and contents summary |
| Multi-select | Combined context from all selected items |
### 3. Workspace context docs
Admins can link existing docs — style guides, business context, persona overviews, product lines, strategy docs, product specs, research summaries, glossaries etc — to give the AI persistent, workspace-specific knowledge. Once linked, the content is processed and injected into the AI’s system prompt across every chat surface.
For short content, the raw text is used as-is. For longer docs, the AI distills it into a concise summary so it fits cleanly into context without degrading response quality. Changes to linked docs are picked up automatically — you don’t need to re-link after editing.
**Examples of context that would drive better AI responses:**
* **Company and product context** — who you are, what you build, your market position, key terminology
* **Strategy and priorities** — company direction, OKRs, team goals, what’s in and out of scope
* **Pricing and packaging** — tier structures, plan names, feature availability by plan
* **Customer and market context** — your ICP, key segments, how you talk about your customers
* **Product domain knowledge** — how your product works, feature definitions, known limitations
* **Brand and tone guidelines** — so AI-drafted content matches your voice
* **Research frameworks and templates** — so AI-generated Docs follow your team’s structure
> **Note:** Linked docs don’t need to be shared workspace-wide, but if a doc has restricted permissions, only users who have minimum viewer access to the doc will have it applied to their chat context.
### 4. Search results (per question)
Every question triggers a live hybrid search across the location’s scope. Results are ranked and injected into context automatically — you don’t see this happening, but it’s what powers the citations in responses.
## Search scope by location
The scope of each search is determined by where Chat is open. Opening Chat on a Project, for example, limits search to that project’s contents — it won’t pull in data from elsewhere in the workspace.
| Location | What gets searched |
| :---------------- | :----------------------------------------------------------------------- |
| Workspace Chat | Everything across the entire workspace |
| Project Chat | That project and all its contents — Docs, Project Data, sub-folders |
| Channel Chat | Channel datapoints only |
| Data or Doc Chat | Only that single object — no search runs against other workspace content |
| Folder Chat | Everything within that folder and all its descendants |
| Multi-select Chat | OR’d across all selected scopes |
> **Tip:** You can use `@-mentions` in any chat to bring a specific project, tag, channel, folder, doc, or data item into scope — even if it’s outside your current location.
## How Chat weights and decides what’s relevant
Every question runs two searches in parallel, then combines the results:
* **Keyword search** — finds documents that contain your exact words or phrases
* **Semantic search** — finds documents that match the meaning of your question, even if the exact words don’t appear
Relevance is weighted more heavily than recency, but both matter — when two results are equally relevant, the more recent one wins.
No content type (Data entry, doc, project) is scored higher than another by default — the same relevance and recency formula applies across all Dovetail objects to yield the most accurate results.
### How titles and content are weighted
Not all text in a document carries equal weight. The principles are straightforward:
| Match type | What this means in practice |
| :---------------------- | :------------------------------------------------------------------------------------------------------------------------ |
| Exact phrase in a title | Strongest possible signal — title matches significantly outrank body matches, and multi-word phrases outrank single words |
| Single word in a title | Title matches always outrank the same word found in body content |
| Exact phrase in body | Multi-word phrase matches outrank single-word matches in the same document |
| Single word in body | Baseline — useful, but outranked by all of the above |
### How position within a document affects results
Within a single document, earlier passages rank higher than later ones. If your question matches content near the top of a data entry, that object will rank more strongly than one where the match is buried at the bottom.
### Recency
More recent documents rank higher when relevance is otherwise equal. If you have two data entries in a project that are equally on-topic, the newer one surfaces first. Older data doesn’t disappear — it just needs to be more relevant to compete.
### How the search comes together
1. **Two searches run in parallel** — keyword (exact match) and semantic (meaning-based). Longer questions lean more heavily on semantic search; shorter ones balance both.
2. **Results are merged and deduplicated** — if the same document shows up in both searches, it’s combined into a single result, not counted twice.
3. **Relevance and recency are combined** — relevance carries more weight, with recency as a tiebreaker.
4. **Top results are injected as context** — ranked highest to lowest, these become the sources Chat draws on to answer your question and generate citations.
## What gets searched and how
Not all object types behave the same way in Chat. Some are directly searchable; some are used for filtering; some are only ever pre-loaded as context.
| Object type | Searchable? | How it’s used |
| :------------------------- | :---------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Projects Data | Yes — chunked | Full text searched and cited with source links |
| Docs | Yes — chunked | Full text searched and cited with source links. Human-authored only — AI-generated Docs are excluded by default |
| Channel Datapoints | Yes — chunked | Full text searched and cited with source links |
| Tags | Yes — not chunked | Full tag content searched. Associated project title is included as context alongside the tag |
| Highlights | No | Not directly searchable. Surfaced when their parent Data is retrieved — you can’t query highlights independently |
| Custom fields | Filter only | Values are indexed and can narrow which objects are included in results (e.g., Region = APAC). They don’t contribute to relevance scoring |
| People | Yes — via name | Ask about a contact by name and Chat returns everything linked to them. The contact record itself is never a citation; the documents connected to them are |
| Segments | Filter only | Descriptions included as context labels. If more than 40 segments are in scope, descriptions are dropped entirely — only labels are kept |
| Folder / project hierarchy | No | Injected as initial context. Shapes the search scope — not searched or cited directly |
> **Note on custom field filtering:** Custom field filtering uses exact text matching — "APAC" matches "APAC," not "Asia Pacific." Date and number fields support range filtering. The top 30 values per field are included in context.
> **AI-generated Docs:** Chat excludes AI-generated Docs from search results by default. Human-authored Docs are always included. The only exception: if you explicitly reference a specific AI Doc by ID in your question, that overrides the exclusion.
### What Chat always excludes
* Archived and deleted documents
* Content you don’t have permission to access — Chat respects all existing permissions
* AI-generated Docs (unless explicitly referenced)
* Speaker names (stripped from transcripts before chunking)
* Custom fields with no values
# Comment and mention
Source: https://docs.dovetail.com/help/comment-and-mention/index
Add page and inline comments to data and docs, @ mention teammates to pull them into a discussion, and resolve or delete threads.
## Overview
Start discussions on your research, and pull people into conversations with mentions. Comments can be added to content across the workspace by any user in a **Manager,** **Contributor,** or **Viewer** role. Note that user roles are only available on the [**Enterprise plan**](https://dovetail.com/pricing/) and the *legacy* plans, but all users can comment and mention other users.
Comments can be added to data and doc pages or inline. Any comments added will notify the creator and any users `@` mentioned.
***
## Add comments to data or docs
Anyone with View access and above can add comments to data or doc pages in two ways:
### Add a page comment
* To add a comment to a **data** page, open the comments tab in the note sidebar by pressing the comment icon and pressing `Add a comment`.
* To add a comment to a **doc** page, press `💬 Comment` at the top of the doc.
***
### Add an inline comment
* To add a comment inline on a page, select a section of text in a data or doc page and press `💬 Comment` from the action bar.
For notes, once your comment has been posted, you’ll find the thread in the note sidebar by opening the comments tab, and for docs, you can press the comment icon next to the text within the doc.
***
### Resolve inline comment threads
Click **More (···)** then **Resolve thread** to resolve inline comments.
To see all the resolved comment threads:
* Click **More (···)** in the top right of the page header
* Click **Resolved comments**
* You can also delete or restore resolved inline comment threads from this dialog
***
## Mention people in comments
Type an `@` in a comment to search for any user who can be mentioned. Mentioning a user sends a notification to them that can be opened.
***
## Delete a comment
You can delete any comment you have created. At this time, you cannot delete comments posted by other users.
* To do this, hover over your comment to surface, click` •••` in the top right corner, and select `Delete comment`.
Note that it’s not currently possible to "resolve" a comment, but we do have this listed as a feature request.
# Contact automation
Source: https://docs.dovetail.com/help/contact-automation-settings
Choose how Dovetail creates and updates contacts from project transcripts, and map custom fields like company name and job title.
Available on all **paid** plans
## Overview
Contact automation allows Dovetail to automatically create and update contacts from transcripts in your Projects. When a video or audio file is uploaded and transcribed in a Project, Dovetail identifies participant details and uses them to create or enrich contacts in your contacts database. A workspace admin can manage enrichment settings from [**Settings** **→ Contact settings**](https://dovetail.com/settings/user/account).
Contact automation currently applies to transcripts in Projects only. It does not apply to data imported into Channels.
***
## Choose an enrichment mode
You can choose how Dovetail handles contacts found in Project transcripts by selecting one of three modes:
* **On (create and update)** – Dovetail automatically creates new contacts and updates existing ones.
* **Update only** – only contacts already in your database are updated. No new contacts are created.
* **Off** – contact enrichment is disabled entirely.
To do this:
1. Go to [**Settings** **→ Contact settings**](https://dovetail.com/settings/user/account)
2. Click on **Configure** within **Speaker identification**
3. Select the enrichment mode that suits your workflow within the "**Enrich contacts**" box
***
## Where contact data comes from
When a video or audio file is transcribed in a Project, Dovetail uses multiple sources to find contact information:
* Zoom or Microsoft Teams imports – contact name and email are pulled where available.
* Calendar integrations – participant details are pulled from the calendar event.
* Transcript content – all other information, including role, company, or name if not available from the above sources, is inferred by AI directly from the transcript.
***
## Map custom fields
You can map custom contact fields (like company name, job title, or department) so they are populated automatically when a contact is created or updated. This lets you decide exactly which fields Dovetail fills in from your transcript content.
If you haven’t mapped any fields yet, Dovetail will do its best to match the information to the correct fields automatically.
To do this:
1. Go to [**Settings** **→ Contact settings**](https://dovetail.com/settings/user/account)
2. Click on **Configure** within **Contact identifiers** to configure your field mappings
3. Make sure to click **Save configuration** to save your changes
The transcript must be generated from the video or audio file before contacts can be created. Changes apply to new data only. Existing contacts won’t be updated unless they appear in a new transcript.
***
## Looking for Salesforce enrichment?
Contact automation and Salesforce contact enrichment are separate features. Contact automation creates and updates contacts from transcripts in Projects. Salesforce enrichment syncs metadata from your Salesforce CRM to existing contacts in Dovetail. To configure Salesforce enrichment, go to ⚙️ **[Settings → Integrations](https://dovetail.com/settings/user/integrations) → Salesforce**, or visit the [Salesforce integration guide](https://docs.dovetail.com/integrations/salesforce).
***
## Share your feedback
Contact automation is currently in beta! Use the **Give feedback** button to let us know how it’s doing. All feedback is shared with the Dovetail team to help us improve the experience.
# Contacts
Source: https://docs.dovetail.com/help/contacts/index
Store, import, and manage research participants and customers in a workspace-wide contacts database linked to your data and docs.
Available on [**Legacy and Enterprise plans**](https://dovetail.com/pricing/).
By default, on legacy and Enterprise plans, Managers and Contributors can create and edit contacts. On our current Free plans, all users are assigned a paid seat, and any user can create contacts.
## Overview
Contacts is where you can store, track, and manage your contacts and participants. A contact can be linked to raw data and docs created across projects in your workspace, allowing you to trace every interaction with an individual or participant. Contacts are available across your entire workspace and are not specific to a project.
Contacts can be added manually, imported via CSV, or created automatically when Dovetail transcribes your video or audio files. See Contact automation (Beta) below for more information.
***
## Add a new contact to your database
Users with edit access can add new contacts to the contacts database to store and track participants and individuals involved in project work, such as interviews, surveys, and usability tests.
* To create a new contact, click the `Main Menu`, navigate to `••• More`, click `Contacts`. From there, click `+ Add` and select `Create new contact`
* From there, enter a name or unique identifier and any important information in fields.
These users can also add multiple contacts at once via CSV import.
* To do this, go to ⚙️ [**Settings → Contacts**](https://dovetail.com/settings/people) and select `Import`.
* From there, upload your **CSV file** containing a list of your contacts and map columns to a person’s metadata. You must have at least 1 column mapped to **Name** to ensure a successful import.
The file should be UTF-8 encoded Comma Separated Value (CSV) file and if importing **date** information, the format must be in [ISO 8601](https://en.wikipedia.org/wiki/ISO_8601) date format or YYYY-MM-DD HH:MM.
Please note that we only support 500 rows per import for Contact CSV file uploads.
In addition, the contact database supports up to 50,000 contacts.
***
## Contact automation
When a video or audio file is uploaded and transcribed in a Project, Dovetail can automatically find contact information in the transcript and use it to create new contacts or update existing ones. This feature currently applies to transcripts in Projects only and does not apply to data in Channels.
Dovetail uses a combination of sources to find contact details:
* If your file is imported from Zoom or Microsoft Teams, Dovetail pulls the contact name and email where available.
* For meetings imported automatically via calendar integrations, participant details are pulled from the calendar event.
* All other information, including role, company, or name if not available from the above sources, is inferred by AI directly from the transcript itself.
*For example, if a participant mentions their company name or job title during an interview, Dovetail can capture that and add it to their contact record.*
You can choose how enrichment behaves by selecting one of three modes:
* **Auto-create and update** – Dovetail creates new contacts and updates existing ones automatically.
* **Update existing only** – only contacts already in your database are updated. No new contacts are created.
* **Off** – contact enrichment is disabled entirely.
To configure enrichment, go to ⚙️ **Settings → Data management → Contact automation** and select the enrichment mode that suits your workflow. You can also map custom contact fields (like company name, job title, or department) so they are populated automatically when a contact is created or updated. If you haven’t mapped any fields yet, Dovetail will do its best to match the information to the correct fields automatically.
***
## Add fields to categorize contacts
You can store metadata on contacts using fields. Fields allow you to categorize your participants for search and analysis purposes and commonly capture demographic information (like participant age, location), contact details (like email address or phone number), and other information (like interview date or persona type).
**Users with edit access** can create and edit fields on contacts.
* To do this, go to ⚙️ [**Settings → Contacts**](https://dovetail.com/settings/people) and select `Fields`.
* In the menu, click `+ New field`, enter a field title and select the field type. This field will then appear across all contacts profiles stored in your database.
To delete a contact field, open a contact card, select the field you want to delete, and click **Move to trash**
Fields can also be populated automatically when contacts are created or updated through contact enrichment. You can configure which fields are mapped in your contact enrichment settings.
***
## Sort and filter contacts in your database
You can sort and filter your view to segment contacts in your database.
* To do this, open ⚙️ [**Settings → Contacts**](https://dovetail.com/settings/people), click `Filter` and apply your filters. You can also filter results by specific contacts or the values you’ve stored in fields.
***
## Link contacts to data or docs
Contacts can be added to **data** or **docs** in projects using [fields](/help/projects/data-and-docs-fields). This provides traceability of specific research you’ve done related to a particular person.
* To add a contact to a data object or doc, click `+ New field` and select the field type `Contact`.
* From there, you can proceed to select contact stored in the contact database as values in the field itself.
You can also link a contact to an interview, call, or meeting by adding them as a speaker in your **transcript**. When a video or audio file is transcribed, Dovetail can also automatically create or update contacts from the transcript. See Contact automation above for more information.
***
## Manage duplicate contacts
If you’re importing contacts, you can choose how you would like to deal with duplicate contacts if found. There are three options, for managing duplicate data:
* **Keep both** - all imported spreadsheet rows will create new contacts.
* **Replace** - spreadsheet rows with a duplicate in the contacts database will replace the duplicate.
* **Discard** - spreadsheet rows with a duplicate in the contacts database will not be imported.
If you select **replace** or **discard** duplicates, you must choose which column to use as a unique identifier. A unique column is one in which no two entries are the same (e.g. an email column, or a unique id column). We use this column to search for matches between your CSV and your existing contacts database.
***
## Restrict access to your contacts database
Only available on our Enterprise plan
**Users always inherit their highest assigned access level**
A user’s access to contacts is always determined by their highest assigned permission. To restrict them, you must first lower the workspace’s permission level, then grant higher access back to other users individually.
Anyone with full access to the contact database can adjust its access controls from the share menu on the contacts database.
You can assign a different level of access to each user, group, or workspace you share. This is helpful if:
* You want only a few people to manage access to contacts, while everyone can interact with it.
* You want contacts metadata only to be visible to a specific team.
* You want your stakeholders to know the names of speakers, but not let them edit all the metadata.
The four cascading permission levels are **Full access**, **Can edit**, **Can use**, and **No access**:
| Permission | Full access | Can edit | Can use | No access |
| ------------------- | ----------- | -------- | ------- | --------- |
| Manage access | ✓ | | | |
| Create contacts | ✓ | ✓ | | |
| Edit contacts | ✓ | ✓ | | |
| Add comments | ✓ | ✓ | ✓ | |
| Link to contacts | ✓ | ✓ | ✓ | |
| View contacts | ✓ | ✓ | ✓ | |
| Contacts are hidden | | | | ✓ |
Access to the contact database has recently changed. Here is everything you need to know:
* For any **new** workspaces created after July 2nd, 2025:
* By default, everyone in the workspace has full access.
* For workspaces created **before** July 2nd, 2025:
* Existing permissions have been carried over, so you shouldn’t notice any changes. Here’s how old permissions map to the new system:
* Admins at *the time of the implementation* were granted Full access.
* Admins added after July 2, 2025, will need to be granted Full access. To receive Full access, you’ll need to navigate to the "Share" button on the top right on the Contacts page and reach out to a user with Full access to grant you Full access.
* Other roles that previously had access now have "Can edit permissions", they can create, edit, link, and comment on contacts, but can’t manage access levels.
* If a role didn’t have access before, it still doesn’t.
***
## Download contacts data
**Managers** can download a spreadsheet of stored contacts from the workspace.
* To export your contacts database, navigate to [**⚙️ Settings → Contacts database**](https://dovetail.com/settings/people) and in the top right corner, select `Download CSV`.
This spreadsheet will contain a number of columns with field data in a CSV format, and can be opened with Apple Numbers, Google Sheets, Microsoft Excel, or other spreadsheet software.
# Continuous discovery
Source: https://docs.dovetail.com/help/continuous-discovery/index
Set up Dovetail once so that recorded customer calls arrive in a project transcribed, summarized, and with key moments highlighted.
Continuous discovery means talking to customers regularly rather than only during a formal study. This page covers the one-time setup that imports your recorded calls into Dovetail automatically, and what you can do with them once they are there.
After the setup, a recorded call arrives in a project transcribed, summarized, and with its key moments highlighted, without any manual import. You do not need to run a research project to use this. Answers in [Chat](/help/chat) cite the source recording, so you can quote a customer accurately in a product discussion.
To run a formal study with tags and fields you will compare later, see [Experience research](/help/experience-research). To work with high-volume feedback from support, reviews, and surveys, see [Run a voice-of-customer program](/help/voice-of-customer).
***
## Set up automatic imports
Connect [Google Calendar](/integrations/google-calendar) or [Microsoft Outlook Calendar](/integrations/microsoft-outlook-calendar), then add up to four rules. Each rule watches one calendar for keywords in the meeting title and sends matching recordings to a project you choose. For example, meetings containing “Discovery” can go to one project and “User interview” to another.
A meeting matches if its title contains any one of the keywords on the rule, so consistent meeting names are what make the routing reliable.
The calendar rule needs a source to fetch the recording from. Google Calendar pairs with [Zoom](/integrations/zoom) or [Google Meet](/integrations/google-meet). Outlook Calendar pairs with [Microsoft Teams](/integrations/microsoft-teams) or Zoom. For Zoom recordings routed through Outlook, you need to be the event organizer.
Both connections have to stay live. If either expires, imports stop until you reconnect, and meetings held during the gap are not backfilled. Treat a **Needs reconnect** badge in Settings as urgent rather than as routine admin.
Automation converts a raw recording into a transcript, a summary, and highlights. It is on by default in new projects, and you set it per project from the `•••` menu. See [Projects](/help/projects).
Set the transcription language, or leave it on auto-detect. Choose a summary framework that matches the conversation, because a customer call and a usability session need different structures. Set **Highlight key moments** to **On** so Dovetail marks the notable quotes for you, or to **Suggest** if you would rather approve them first.
Add project Context in the same menu: a few objective keywords and links to your strategy docs. Context is the background the AI reads before it summarizes or answers, so it affects the quality of every step that follows.
Once the setup is complete, a recorded call appears in the project on its own with a transcript, a summary, and the moments worth watching already marked. No manual step is required after a call. See [Transcribe and translate](/help/projects/transcribe-and-translate), [Data summaries](/help/projects/data-summaries), and [Highlights](/help/projects/highlights).
The rules apply going forward, not backward. If you have recordings from before setup, import them into the project by hand once and let the automation handle everything after that.
***
## Ask questions about your calls
Once several calls have been imported, open the project and ask [Chat](/help/chat). Chat scopes itself to what you are viewing, so a question asked inside a project is answered from that project’s calls.
Write questions in plain language rather than as search terms:
* “What did people say about pricing, and who said it?”
* “Which frustration has come up most in the last month?”
* “Did anyone contradict what I heard last week?”
Every answer cites its source, and video moments play in the conversation, so you can watch a customer make a point rather than read a paraphrase. Start in **Fast**, and switch to **Deep research** when a question needs more time. See [Prompt guidance](/help/chat/prompt-guidance) for more on framing questions.
***
## Share what you have learned
When a Chat response is worth circulating, select **Create doc** on it. The draft includes the citations and clips, so the evidence stays attached to the claim when other people read it. You can share the doc, present it full screen, or send it to Jira or Linear. See [Getting started with docs](/help/docs/getting-started-with-docs) and [Share and organize docs](/help/docs/organise-and-share-docs).
For an update you write on a regular schedule, use an [Agent](/help/agents) instead. A scheduled agent runs on a cadence you define, such as the first Monday of every month, and writes the summary from whatever has arrived since the last run. Attach a doc you liked as a skill and the agent follows that format. See [Agent triggers](/help/agents/agent-triggers).
***
## Common mistakes
* Manual imports are the most common reason a discovery routine stops. Set up the calendar rules instead.
* Vague meeting titles prevent matching. If a rule looks for “Discovery” and the invite says “Chat re: Q3”, nothing is imported.
* Empty project context reduces the quality of summaries, highlights, and answers.
* Waiting for a large data set is unnecessary. Chat can answer useful questions after five calls, and the answers improve as more arrive.
* A single project used for everything becomes hard to query. Split by product area or audience when the calls no longer form one coherent set.
***
## Where to go next
Automation settings, project context, and what a project holds.
Cited answers across your calls, projects, and docs.
Recurring reports that write themselves.
Every source you can connect to Dovetail.
# Dashboards
Source: https://docs.dovetail.com/help/dashboards/index
Track feedback over time by pairing NPS and CSAT scores with theme and sentiment trends in one view of your customer data.
Dashboards are available in beta for Professional, Business and Enterprise workspaces. Admins can enable this feature for their workspace in Settings.
## Overview
Dashboards let you track feedback and metrics over time. You can combine quantitative data (like CSAT and NPS) with qualitative insights (like themes and sentiment) in one view. They show real-time shifts in scores, sentiment, and themes, helping you spot what’s improving or declining.
The value is in the pairing. A score on its own tells you something moved; the themes and quotes beside it tell you why. Because every widget links back to the data powering it, a dashboard is a starting point for investigation rather than a static report — you can drill into the underlying [Channel](/help/channels) or open [Chat](/help/chat) against the same data without leaving the page.
### When to use a dashboard
Dashboards answer questions about direction and change over time:
* **Is this getting better or worse?** Track NPS, CSAT, or sentiment across weeks and months rather than reading a single point-in-time score.
* **Did that release land?** Line up a sentiment or theme trend against the date something shipped.
* **What’s gaining momentum?** Watch which themes are climbing and which are fading, before they show up in escalations.
* **What are customers starting to call it?** Keyword search surfaces shifts in the words customers use.
* **What do we show leadership every week?** A dashboard is a standing view your team returns to, instead of rebuilding a chart each time someone asks.
***
## Dashboards, charts, and channels
Dovetail has more than one way to visualize customer data. They’re built for different questions.
| | Best for | Data it draws on |
| :---------------------------------------- | :-------------------------------------------------------- | :------------------------------------------------------ |
| **Dashboards** | Tracking metrics and themes over time, in one shared view | Channels, plus Projects and Channels for keyword search |
| **[Charts](/help/projects/charts/index)** | Visualizing highlights and tags within a single project | One project’s highlights, tags, and fields |
| **[Channels](/help/channels)** | Reading and working the feedback itself | The data points in that channel |
The practical difference: charts show you the shape of one project’s analysis right now, while dashboards show you how workspace-level metrics and themes are moving. Charts do not show historical data; dashboard widgets are built around a time frame and interval.
If what you actually want is a recurring written narrative rather than a visualization — a Monday summary of what changed and why — a scheduled [Agent](/help/agents) can produce that from the same channel data.
***
## Before you build
Most widgets are powered by Channels, so what you can visualize depends on what your channels are ingesting.
* **A channel with data flowing in.** NPS, CSAT, theme, and sentiment widgets all read from Channels. See [Channels](/help/channels) to set one up, or [import data to channels](/help/channels/channel-setup) to connect a source.
* **The right field mapped.** To chart NPS or CSAT, the channel has to be ingesting that metric and have it selected as the corresponding field. If a channel doesn’t appear as an option under a widget, this is almost always why.
* **Enough history to see a trend.** A time-series widget needs data across the period you’re charting. A channel connected yesterday will show a trend line of one point.
* **Topics and themes worth tracking.** Theme widgets chart up to four themes at a time, so it helps to know which ones matter before you start.
Keyword search is the exception — it works across Projects and Channels, and doesn’t require you to select a source.
***
## Create a dashboard
Managers and contributors can create and edit dashboards, while viewers can only see those shared with them. By default, all users can access any dashboards created in their workspace.
* To create a dashboard, select + New → Dashboard in the global side menu, or in a folder or project.
* Dovetail automatically analyzes your workspace and will populate widgets based on the type of data you have available.
Data displayed on a dashboard will honor any permission controls enforced on the original source data in your workspace. If a user views a chart and does not have access to the original source data (channel or project), they will not be able to view any of the contents within the chart.
***
## Types of visualizations
Dovetail has built powerful visualizations designed to deliver the greatest impact when visualizing qualitative data. The types of visualizations available to choose from will depend on the metric you’re looking to measure and whether that data is available in your workspace. For example, tracking NPS over time. You must have a Channel that is ingesting your NPS metric.
| Widget | Data source | Value |
| :----------------- | :------------------------------- | ------------------------------------------------------------------------------------------------------------------------- |
| **Keyword search** | Platform (Projects and Channels) | Identify emerging trends and shifts in customer vocabulary by tracking keyword frequency over time. |
| **NPS** | Channels | Measure customer loyalty at a glance with a summary score, and also track relationship health trends over the long term. |
| **CSAT** | Channels | Assess immediate satisfaction levels with a summary score, and also track service quality consistency over the long term. |
| **Themes totals** | Channels | Quantify the "noise" level of specific themes by comparing the total volume of data points across up to 4 themes. |
| **Theme trends** | Channels | Visualize the trajectory of up to 4 specific themes to understand if a topic is gaining or losing momentum. |
| **Sentiment** | Channels | Monitor the emotional health of your feedback to correlate positive or negative shifts with specific dates or releases. |
### Choosing between them
* **Comparing size?** Use **Themes totals** — it answers "which of these is loudest right now."
* **Comparing direction?** Use **Theme trends** — it answers "which of these is growing."
* **Tracking a relationship metric?** **NPS** for long-term loyalty, **CSAT** for satisfaction with a specific interaction.
* **Watching for something new?** **Keyword search** picks up vocabulary shifts before a theme has formed around them.
* **Explaining a score change?** Put **Sentiment** next to the NPS or CSAT widget so the movement and the mood sit side by side.
Pair widgets deliberately. A CSAT trend on its own raises a question; a CSAT trend beside a sentiment trend and the two or three themes driving it answers one.
***
## Add a widget
You can visualize different metrics in set ways that make sense for that data type. A single dashboard can have an unlimited amount of widgets.
* To add a widget to a dashboard, click + in the top right corner.
* Next, select a metric (**Sentiment, CSAT, NPS, Theme**) and choose the channel
* If selecting the **Keywords** widget, you do not need to select a source. You are able to refine where the results are sourced from using **Filter**.
* From there, refine results further by selecting a time frame, interval, and applying filters.
* Once done, click **Save** in the bottom right.
Time frame and interval do different jobs. The time frame sets how far back you’re looking; the interval sets how coarse the line is. A narrow interval over a long period surfaces noise, while a wide interval over a short period can flatten a real movement into a single point.
***
## View source data
Every widget includes links to the underlying data powering it. This lets you trace insights back to the original feedback for full context.
* Hover over a widget and select the **Drill in** icon. Dovetail will open up the Channel that contains the data powering the widget.
Use this to explore the data behind a theme, verify trends, or read more feedback contributing to a score or sentiment change. Note, **Keyword** does not yet have the traceability experience.
***
## Chat with a Dashboard
Chat directly from a dashboard or an individual widget to explore the data behind what you see.
* **Chat with a dashboard:** Opens Chat connected to all datasets powering the widgets in that dashboard. Use this to ask questions about overall trends or patterns. *Example: “Why did CSAT drop this month?”*
* **Chat with a widget:** Hover over a widget, and select the **Chat** icon that appears in the floating toolbar. This opens chat in a focused context, concentrating on the dataset behind that widget. Use this to dig deeper into a specific metric or visualization. *Example: “What quotes are users saying that is driving negative sentiment about pricing.”*
Chat uses the same data that powers your dashboard, so responses reflect the latest information in your workspace and uses citations for traceability.
Because chat from a dashboard is regular [Chat](/help/chat) scoped to that data, everything else it can do still applies — follow-up questions, citations you can expand, and creating a doc or an agent straight from a response.
***
## Edit or remove a widget
### Edit a widget
* To edit a widget on a dashboard, hover over the widget and select the **Edit** icon.
* From there, this will open the chart editor where you can make any appropriate changes. Once ready, click **Save**.
### Remove a widget
* To remove a widget from a dashboard, hover over the widget and select the **Trash** icon.
* Once confirmed and removed, you will not be able to restore this chart to the dashboard.
***
## Delete a dashboard
* To delete an entire dashboard, select the Dashboard from **Your Work** or **Browse** page.
* From there, click **Move to trash**. The dashboard will be available to restore in workspace trash for up to 30 days.
***
## Permissions and sharing
Manage and change permissions by clicking on the **Share** button on a dashboard.
Two things to keep in mind:
* **Creating and editing is role-based.** Managers and contributors can create and edit dashboards. Viewers can see dashboards shared with them, and by default all users can access any dashboard created in their workspace.
* **Source data permissions always win.** A dashboard never widens access to underlying data. If someone can’t access the channel or project behind a widget, the widget’s contents stay hidden from them — even if they can open the dashboard itself.
***
## Share your feedback
Dashboards is currently in beta! Use the **Give feedback** button to let us know how it’s doing. All feedback is shared with the Dovetail team to help us improve the experience. In addition to speed and performance, we’re working hard on supporting additional widget types like summarize, and powering Dashboards with more Projects data.
***
## Related
The source of most dashboard widgets
Visualize highlights and tags inside a single project
Ask questions about the data behind a widget
Turn a recurring dashboard question into a scheduled summary
***
## FAQs
Ensure the associated Channel has CSAT selected as a CSAT `field`
The CSAT dashboard widget calculates satisfaction percentage based on responses to 1–5 scale rating fields.
What counts as “Satisfied” vs “Unsatisfied”?
* **Satisfied:** scores of **4** and **5**
* **Unsatisfied:** scores of **1**, **2**, and **3**
Usually there isn’t enough data in the period you selected. Check that the channel behind the widget is actually receiving data, then widen the time frame or the interval. For NPS and CSAT widgets, also confirm the metric is mapped as the right field on the channel.
Keyword search reads across both Projects and Channels. The other widget types read from Channels. Broader Projects support is something the team is working on — see [Share your feedback](#share-your-feedback).
Dashboards honor the permissions on the original source data. If one person has access to a channel or project behind a widget and the other doesn’t, they’ll see different contents. This isn’t a dashboard setting — change access on the underlying channel or project.
# Docs
Source: https://docs.dovetail.com/help/docs/edit-and-format-docs
What docs are and where they live, then how to format one with blocks, cover images, @ mentions, captions, and version history.
## Overview
Docs are where your team creates, manages, and shares documents in Dovetail. Use them to turn research, feedback, updates, and strategy into documents other people can find and build on.
A doc can live at workspace level, in a folder, or inside a project, so it sits wherever the work does. Docs are not limited to research findings — use them for strategy updates, feedback reports, onboarding guides, and briefs.
All AI generated docs display a disclaimer.
***
## Format, style, and structure your doc
Ease stakeholders through your findings by polishing how text and data is displayed in your doc. In a doc, type `/` within the editor to see all blocks for formatting and structure options that you can drag and drop with `⋮⋮` anywhere on your page. [Learn how to edit and format your doc →](https://docs.dovetail.com/help/projects/edit-and-format/)
Formatting options include
* [Headings and text styling →](https://docs.dovetail.com/help/projects/edit-and-format#headings-and-text-styling)
* [Add cards, layouts and dividers →](https://docs.dovetail.com/help/projects/edit-and-format#add-cards-layouts-and-dividers)
* [Add a table of contents →](https://docs.dovetail.com/help/projects/edit-and-format#add-a-table-of-contents)
* [Add, modify, and remove tables →](https://docs.dovetail.com/help/projects/edit-and-format#add-modify-and-remove-question-blocks)
* [Toggle sections →](https://docs.dovetail.com/help/projects/edit-and-format#add-a-toggle-section)
* [Code block →](https://docs.dovetail.com/help/projects/edit-and-format#add-a-code-block)
***
## Add a cover image to your doc
Doc cover photos give you a quick way to make your doc more visual with a banner. You can upload your own image as a cover photo or search for one from thousands of free photos using our [Unsplash](https://unsplash.com/) integration.
1. To do this, click the `...` menu
2. Click `Update cover` and select your image
3. Once selected, it will be automatically applied and saved to your doc
***
## @ mention objects
You can @ mention objects directly inside any doc to create inline links to other content in your workspace.
To mention an object:
1. Type `@` anywhere in the doc editor
2. Search for the object you want to reference
3. Select it from the results to insert it inline
Mentions support the following object types: channels, data points, docs, projects, and folders. Clicking a mention opens the linked object directly in Dovetail.
***
## Add captions to images
You can add a caption to any image in a doc to provide context or label your visuals.
To add a caption:
1. Insert or select an image in your doc
2. Click below the image to add a caption
3. Type your caption text
## Version history
You’ll need `can edit` access to view version history.
1. Click the `...` menu in the top right corner of the doc
2. Select `Version history`
From here, you can:
* View all previous versions of the page
* Open a version to see how the page looked at that point in time
Version history saves automatically as you edit. A new version is created when you stop editing for 10 seconds.
### Restore a previous version
1. Open the version you want to restore
2. Click `Restore this version`
The restored version becomes the current version.
* Previous versions remain in the history
* The restored version is added as the current one
### Make a copy of a previous version
1. Open the version you want to copy
2. Click `Make a copy`
A new doc is created:
* In the same location as the original
* With the same permissions
***
# Getting started with docs
Source: https://docs.dovetail.com/help/docs/getting-started-with-docs
Create a doc from a project, channel, folder, or chat response, using an AI framework like Voice of Customer or a prompt of your own.
## How to create a doc
You can create a doc as a shareable asset that summarizes key findings and takeaways from data from a project or channel.
**Docs** lets you generate, structure, and edit reports using AI directly from chat or pre-defined frameworks. Whether you’re drafting a **Voice of Customer report**, **Product requirements document** , or **Feature request**, Docs helps you create a polished first draft in minutes.
To create a doc in a project:
* Select `+` and toggle `Doc` on.
* Next, select `Create AI Doc.`
* From there, choose how you want to create your doc. You can:
* Ask a question or write a custom prompt in chat (e.g. “Summarize key findings from customer interviews”), with the help of [AI docs (beta)](https://dovetail.com/settings/beta), or
* Select a predefined framework like Voice of Customer, Research Report, or PRD.
* To create a doc in a Channel, open a topic, click on a theme and select `New doc`.
* Next, select a pre-defined prompt with the help of [AI docs (beta)](https://dovetail.com/settings/beta) to automatically synthesize data points within the theme.
* From there, refine your doc. Add text, references, and use formatting and editing tools before sharing with your stakeholders. This doc will live inside `Your Work`.
To generate a doc from a folder, you’ll need the [Docs, anywhere beta enabled](https://dovetail.com/settings/beta). Docs can be created anywhere in Dovetail, including folders, which makes them easier to organize and share.
If you want to create a doc that isn’t tied to a specific project or folder:
1. Go to the sidebar.
2. Select `+ New` and select `Doc`.
Or, if you want to create a doc from a specific folder:
* Go to the folder.
* click `New` and select `Doc`.
* To generate an AI doc, choose a framework or write your own prompt.
* To create a doc manually, simply start typing.
To create a doc from a chat response:
1. Find the most recent response in your chat
2. Click `Create doc from response` on that message
3. A new doc will be generated automatically from the content, including the formatting and references
All docs generated with AI will include an AI disclaimer.
***
## Add data to your doc
Add data to a doc from across your Dovetail workspace using the reference picker.
* To do this, open your doc and type`/`within the editor to see all available options.
* Using this menu, select `References`. You can search for and filter content by object type (highlights, tags, data, etc.) to select/drag and drop these directly into your doc.
* From there, you can customize how the highlight is presented by toggling on or off the content you want to display.
By default, references won’t show project name and creator information. Dovetail will remember your preferences for each subsequent reference that is added.
***
## Create a reel for your doc
You can create and embed a custom reel that stitches together key highlights created in your project. [Learn how to curate and edit a highlight reel in your doc →](https://docs.dovetail.com/help/projects/highlight-reels/)
***
## Generate a summary
Once data is added to your doc, provide a TL;DR of any long-form report with an AI summary of your doc. Doc summaries pull in information from any content added to a doc, including reels, highlights, data, text, and documents.
* To create a doc summary, open your doc (containing embedded data) and type `/` within the editor to see all available options.
* From there, select `Summarize` and a text summary card will be added at the top of your doc.
***
## Generate summary of survey results
When importing survey data into a project, Dovetail automatically creates a doc of the results. In this doc, you will see a breakdown of each question’s results. If your original survey includes single or multi-select data types, you will also have the option to visualize each summary as a chart.
***
## Update project data on docs
Adding project data (data, highlights, tags, or docs) to a doc will create a point-in-time snapshot of the object so that it will remain unchanged if the underlying data is modified or deleted.
* To update a reference, you must have `Manager` or `Contributor` access with `Can edit` access to the project.
* From there, select `Update reference (↻)` while hovering over it. You can also update references in bulk by with `Update all` from within the doc’s menu `•••` in the top right.
References to objects that have been deleted will be retained, and an alert will appear on the reference to notify users that the underlying object no longer exists.
References in dynamic feeds, such as search blocks, are live blocks that automatically update and will always display the most up-to-date version of any displayed references.
***
## Categorize docs with fields
You can organize and store structured information about and on your docs using fields. Fields help teams categorize findings and support the discovery of prior research in Dovetail. [Learn more about fields and how to use them for organizing your docs in the workspace →](https://docs.dovetail.com/help/projects/data-and-docs-fields/)
When a doc is published, empty fields will be hidden, making the doc cleaner and easier for your team to consume.
Fields are available in project docs only. If you’re working in a workspace doc, move it into a project to add fields.
# Share and organize docs
Source: https://docs.dovetail.com/help/docs/organise-and-share-docs
Share docs with people, groups, or your whole workspace, present them full screen, and move or copy them between projects and folders.
## Sharing and permissions for Docs
Docs in Dovetail use sharing permissions to control who can see your work. There are no draft or published states. Your doc is only visible to others once you choose to share it.
Doc visibility in chat mirrors your sharing permissions. Your work is only surfaced to the people who have access to it, whether that’s just you, a select few, a project team, or your whole workspace.
| Location | Default visibility |
| :--------------- | :--------------------------------- |
| Workspace level | Private, visible to you only |
| Inside a project | Inherits the project’s permissions |
| Inside a folder | Private, visible to you only |
**Docs created inside a folder are private by default.** They are visible only to you, regardless of the folder’s permissions. To make a folder doc visible to colleagues, you must share it manually using the `Share` button.
To share a doc with your workspace:
1. Open the Doc
2. Click `Share` in the top-right corner
3. Update permissions to share with specific people, groups, or your whole workspace
To keep a doc private while you work, leave the permissions as-is. Workspace docs are private by default until you choose to share them. For project docs, review the project’s permissions for anything you are not ready to share. Docs inside folders are private by default and have to be shared manually.
***
## Present your docs
Once you have a few docs to present to your stakeholders, you can use presentation mode.
### Open present mode
1. Navigate to the Doc you want to present.
2. Click the **⋯ (More actions)** menu in the top-right corner.
3. Select **Present**.
A new browser tab will open with your Doc displayed in full-screen presentation mode, ready to share with your audience.
***
### Share docs with those outside the workspace
You can share your Docs with those outside Dovetail by enabling public access to your project. [Learn more about enabling public access to project docs →](https://docs.dovetail.com/help/web-links)
***
## Move or copy a Doc
Workspace-level Docs do not currently support fields. If you require adding fields to a Doc, please move the Doc within a project.
To move a doc to another location:
1. Go to the doc location or open the doc
2. Click the meatball menu ••• in the top right, and choose `Move to`
3. Pick the destination (folder or project)
Permissions will be updated automatically to match the destination.
To copy a doc to another location:
1. Go to the doc location or open the doc
2. Click the meatball menu ••• in the top right, and choose `Copy to`
3. Pick the destination (folder or project)
Use this when you want to reuse templates, structure, or content as a starting point for a new document.
***
## Send doc to Jira and/or Linear
You can send your doc to Jira and/or Linear, helping you share Docs directly with product and development teams, keeping the customer voice tied to what you’re building.
To send a Doc to Jira / Linear:
1. Open the Doc
2. Click the meatball menu ••• in the top right
3. Choose **Send to Jira** or **Send to Linear**
4. Follow the prompts
***
## Measure impact with doc metrics
Doc metrics help you capture traction and engagement by providing information on who is engaging with your Docs and how. These metrics are captured per-doc.
* To view a Doc’s metrics, open your doc, click the `...` menu, and select `Metrics`.
Currently, doc metrics capture:
| **Metric** | Description |
| :--------------- | :--------------------------------------------------------------- |
| Reached audience | Number of unique accounts that have seen the Doc |
| Doc discovery | Where users discovered the Doc |
| Audience role | Who is accessing the Doc |
| Audience access | What level of access in Dovetail |
| Engagement ratio | Percentage of unique accounts who opened content in the Doc |
| Full page read | Percentage of unique users who scrolled to the bottom of the Doc |
| Most popular | Number of unique users who clicked through a link within a Doc |
For privacy reasons, metrics are only tracked for logged in users. Docs shared using a public access link will not have it’s metrics tracked.
# Report prompts
Source: https://docs.dovetail.com/help/docs/report-prompt-guide/index
Write prompts that generate focused reports in Dovetail, whether you build them from Docs, from Chat, or on a schedule with an Agent.
Building effective reports in Dovetail starts with knowing where you’re working and what you want to discover. Whether you’re analyzing a single user study, synthesizing feedback across multiple sources, or tracking trends in your support tickets, the right prompt can help you uncover insights faster and share them more effectively.
This guide will show you how to create high-quality reports from anywhere in Dovetail—and how to refine your prompts to get exactly the output you need.
***
## How to build a report in Dovetail
You can generate reports from three different entry points in Dovetail, each suited to different workflows and different scopes. Choose the method that fits your current workflow.
### From Docs
When you create a Doc directly within a project or folder, Dovetail analyzes all the data in that specific context to generate your report. This method gives you precise control over scope—you’re always working with a defined dataset, whether that’s a single research study or an entire folder of related projects.
* **When to use**: Ideal when you know exactly what data you want to analyze and need a polished, standalone report you can refine and share.
* **Available scopes**: Project, folder
* [Learn more about creating reports in Docs](/help/docs/getting-started-with-docs#how-to-create-a-doc)
### From Contextual Chat
Contextual Chat lets you explore your data conversationally and capture insights as they emerge. At any point in your session, you can convert the latest response into a shareable Doc — so it’s easy to preserve discoveries and distribute findings without breaking your flow.
* **When to use:** Perfect for exploratory analysis, quick insights, or when you want to iterate on your questions and prompts before finalizing a report.
* **Available scopes**: Project, channel, folder
### From Agents
Agents automate report generation on a schedule you define. You can configure an Agent to create and send Docs at regular intervals—weekly competitive analysis, monthly voice of customer summaries, or quarterly research digests. Once set up, your reports arrive automatically without manual prompting.
* **When to use**: Best for recurring reports, stakeholder updates, tracking how themes and sentiment evolve over time or when you need a refined selection of data sources
* **Available scopes**: Project, channel, folder, multiple projects, projects(s) and channel(s)
* [Learn more about creating scheduled reports with Agents](https://docs.dovetail.com/help/agents#get-started)
***
## General Guidelines
Great reports start with clear, specific prompts. These eight principles will help you write prompts that generate focused, actionable reports—no matter what context you’re working in.
✅ **Good**: Create a report analyzing customer onboarding fricton points. Focus on the first 30 days of user experience, identify where users get stuck, and include specific quotes from support tickets.
❌ **Less Effective**: make a report about onboarding
✅ **Good**: Create a product requirements document with these section:
1. Overview of the feature
2. Customer pain points we’re solving
3. Functional requirements
4. Acceptance criteria
5. Technical constraints
Focus on mobile checkout improvements based on our user interviews.
❌ **Less Effective**: write a PRD for checkout
✅ **Good**: Analyze customer feedback from Q4 2024 interviews about our pricing model. Focus on enterprise customers (50+ employees) and identify:
* What they value most
* Pricing concerns
* Comparison to competitors
* Willingness to pay for premium features
✅ **Good:** Create a voice of customer report that:
* Summarizes overall sentiment (positive/negative/neutral)
* Identifies top 5 themes with customer quotes
* Highlights opportunities and risks
* Focuses on feedback from the last 3 months
✅ **Good**: Write a comprehensive research report that goes deep into each finding. For each section, include:
* Detailed analysis (2-3 paragraphs)
* Multiple supporting quotes (3-5 per point)
* Specific examples from the data
* Actionable recommendations
If using contextual chat, you can build up your requirements across multiple messages.
* **Message 1**: I want to create a report on user onboarding issues
* **Message 2** (after seeing initial results): Focus specifically on the mobile app onboarding flow, not the web version
* **Message 3**: Add a section comparing our onboarding to competitors mentioned in the interviews
✅ **Good:** Create a report with:
* Level 1 headers for main sections
* Level 2 headers for subsections
* Bullet points for key findings
* Block quotes for customer quotes
* Keep paragraphs concise (1-2 sentences)
**Tips to Remember**
1. Be specific about scope and focus areas
2. Request the structure you want (sections, depth, format)
3. Use multi-turn conversations to refine requirements
4. Specify what to include and exclude
5. Guide the analysis depth (high-level vs detailed)
6. Mention the audience/tone if relevant
**Things to Avoid**
* Vague requests: "Make a report"
* Too many conflicting instructions in one message
* Asking for information not in your data
* Overly complex nested requirements that confuse the structure
### Custom prompt example
**Create a comprehensive product requirements document for a new mobile checkout feature**
The document should include:
1. Overview: Brief description of the feature and strategic alignment
2. Customer insights: Key findings from our user interviews about checkout abandonment, with specific quotes
3. Problem statement: Current state vs desired state
4. Requirements: Functional requirements organized by priority (must-have, should-have, nice-to-have)
5. Acceptance criteria: SMART criteria for each requirement
6. Technical considerations: Constraints and dependencies
Focus on:
* Mobile app users only (exclude web)
* Checkout flow from cart to payment confirmation
* Pain points mentioned in interviews from the last quarter
* Include at least 3-5 customer quotes per major finding
Write in a professional tone suitable for product and engineering teams.
***
## Guidelines by context scope
The scope of your data—whether it’s a single project, an entire folder, or a combination of sources—shapes how you should structure your prompts and which tool you will use. Each context type requires different strategies for organizing findings, attributing sources, and synthesizing insights.
### Available tools by context scope
| | Docs | Contextual Chat | Agents |
| ----------------------- | :--: | :-------------: | :----: |
| Project level | ✓ | ✓ | ✓ |
| Folder level | ✓ | ✓ | ✓ |
| Channel level | | ✓ | ✓ |
| Multiple projects | | | ✓ |
| Project(s) + Channel(s) | | | ✓ |
### Project level
When working within a single project, you have a cohesive dataset. Your prompts should help Dovetail go deep on themes, trace patterns across interviews or observations, and build a narrative that stays true to that single project.
You can create reports from a project using:
* **Contextual Chat** – Start a chat within the project, ask your questions, and convert any response into a Doc
* **Docs** – Create a new Doc directly in the project to generate a report from all data in that context
* **Agents** – Set up an automated Agent to generate and send reports on a schedule
**How to refine your prompts**
*Create a report that aligns with this project’s goals (see project overview). Structure the report around the project’s main questions or objectives. Prioritize findings that speak directly to those goals.*
*Create a detailed research report from this project*
* *Go deep on each theme (longer analysis, more quotes)*
* *Trace patterns across multiple notes or interviews*
* *Call out nuance and contradictions*
**For interview/ qualitative projects**
* *Create a report organized by:*
* *Key themes (not by individual interview)*
* *Supporting quotes from multiple participants per theme*
* *Participant diversity (e.g., roles, segments) when it adds meaning*
* *Clear problem statement and recommendations grounded in this project*
**For usability/ task-based projects**
* *Create a report organized by task or by research question. For each:*
* *What we asked / what people did*
* *Main findings and patterns*
* *Representative quotes*
* *Severity or impact where relevant*
**For mixed / general projects**
* *Create a report that synthesizes all notes and Docs in this project into 5–7 themes. For each theme: summary, evidence from the project, and 2–4 quotes. End with clear implications and next steps for this project.*
*Create a report from this project, focusing on:*
* *Interviews where segment = Enterprise segment*
* *Data from the last 6 months*
**Project-Level Prompt Example**
*Create a report for this project focused on participants, where segment = Enterprise, and data from the last 6 months. Organize findings into 4–6 themes, include 2–3 quotes per theme from different participants, and call out where Enterprise feedback differs from other segments.*
***
### Channel level
Channels contain ongoing streams of feedback—support tickets, app reviews, community messages. Your prompts should guide Dovetail to identify volume-based patterns, track sentiment over time, and surface both frequent issues and emerging themes.
You can create reports from a channel using:
* **Contextual Chat** – Start a chat within the channel, ask your questions, and convert any response into a Doc
* **Agents** – Set up an automated Agent to generate and send reports on a schedule
**How to refine your prompts**
*Create a report organized by themes from the Support Tickets channel:*
* *For each major theme:*
* *Summarize the theme’s core issue*
* *Include 3-5 representative datapoint quotes*
* *Note sentiment patterns (positive/negative/neutral)*
* *Identify volume trends (increasing/decreasing)*
* *Highlight any sub-themes or related patterns*
*Create a voice of customer report from the App Store Reviews channel that includes*
* *Overall sentiment breakdown (positive/negative/neutral percentages)*
* *Sentiment trends over time*
* *Themes with the most negative sentiment*
* *Themes with positive sentiment (what users love)*
* *Sentiment shifts and what might have caused them*
*Create a report that analyzes:*
* *Volume-based patterns: High-frequency issues mentioned across many*
*datapoints*
* *Insight-based patterns: Deeper themes that emerge from analyzing multiple datapoints together*
* *Trend analysis: How themes have changed over time (last 3 months vs previous period)*
*Note when findings are volume-driven (many mentions) vs insight-driven (emerging patterns).*
*Create a report analyzing feedback from the App Store Reviews channel for Q4 2025 (October-December). Compare findings to Q3 2025 to identify:*
* *New themes that emerged*
* *Themes that increased in volume*
* *Themes that decreased*
* *Sentiment changes over time*
*Create a report that:*
1. *Identifies the top 5-7 themes by volume*
2. *Synthesizes related themes into broader categories*
3. *Highlights emerging themes (new or growing)*
4. *Notes declining themes (less frequent mentions)*
5. *Includes representative quotes from each major theme*
**Channel Level Prompt Examples**
*What new or emerging themes have appeared in this channel in the last 2 weeks? Include a few representative examples for each.*
*List the top 10 themes in this channel from the last 30 days. For each, include frequency, severity/impact (high/medium/low), and a suggested next step.*
*Summarize the most actionable feedback in this channel from the last 14 days. Focus on bugs, blockers, and recurring confusion. Include examples and recommended owners (Product, Support, or Engineering).*
***
### Folder level
Folders can contain multiple projects and represent a broader body of data. The key decision here is whether to treat everything as one unified corpus or to preserve the structure of sub-folders and individual projects. Your prompt should make this organizational choice explicit.
You can create reports from a folder using:
* **Contextual Chat** – Start a chat within the folder, ask your questions, and convert any response into a Doc
* **Docs** – Create a new Doc directly in the folder to generate a report from all data in that context
* **Agents** – Set up an automated Agent to generate and send reports on a schedule
**How to refine your prompts**
**Option A: one corpus** (treat all folder data as one set and organize by themes)
*Create a report that treats all data in this folder as one research corpus. Organize by themes and patterns across the whole folder. Don’t structure the report by sub-folder or project—synthesize everything into unified themes.*
**Option B: by-sub folder** (respect the folder structure)
*Create a report organized by sub-folder:*
1. *\[Sub-folder A] – themes and findings from projects in this sub-folder*
2. *\[Sub-folder B] – themes and findings from projects here*
3. *\[Sub-folder C] – same*
4. *Cross-folder themes – patterns that show up in multiple sub-folders*
**Option C: by project** (call out projects when it helps)
*Create a report that:*
* *Synthesizes themes across the whole folder*
* *When a theme is mostly from one or two projects, name those projects*
* *For cross-cutting themes, note which projects they appear in*
* *Use project names from the folder structure to add clarity*
*Create a voice of customer report from the "Customer Feedback" folder. This folder holds all our feedback-related projects (interviews, usability studies, surveys). Synthesize into one view of customer sentiment and priorities, organized by theme, not by individual project.*
*This folder contains:*
* *User interview projects*
* *Usability test projects*
* *Survey analysis projects*
*Create a report that combines these sources into one set of product requirements, and note which type of research (interview vs usability vs survey) each finding comes from when it’s relevant.*
*Create a report that:*
* *Synthesizes findings across all projects in this folder*
* *Highlights themes that appear in multiple projects (cross-project*
*validation)*
* *Flags findings that appear in only one project (may need more*
*research)*
* *Uses project diversity as a strength (different methods, segments,*
*time periods)*
**Folder Level Prompt Example**
*Create a report organized by sub-folder. For each sub-folder, summarize key themes and include supporting quotes. End with a “Cross-folder themes” section that highlights patterns across multiple sub-folders*
***
### Multiple projects
When you select specific projects to analyze together, you’re looking for cross-project patterns while preserving the unique context of each study. Your prompts should guide whether to synthesize into unified themes, compare findings across projects, or both.
You can create reports from multiple chosen projects using:
* **Agents** – Set up an automated Agent that analyzes your selected projects and sends reports on a schedule
**How to refine your prompts**
**Option A: Cross-project synthesis (unified themes)**
*Create a report that synthesizes findings across all projects into unifiedthemes. Don’t organize by project - instead, identify patterns that appear across multiple projects and group findings by theme (e.g., "Technical barriers", "Support gaps", "User expectations"). For each theme, include quotes from multiple projects to show breadth*.
**Option B: Project specific sections**
*Create a report organized by project:*
1. *Mobile App Onboarding - findings specific to mobile*
2. *Web Platform Onboarding - findings specific to web*
3. *Enterprise Customer Onboarding - findings specific to enterprise*
4. *Cross-project patterns - themes that appear across all projects*
**Option C: hybrid approach**
*Create a report with:*
1. *Unified themes section - common patterns across all projects*
2. *Project-specific insights section - unique findings per project*
3. *Comparative analysis - how findings differ between projects*
*Create a report comparing customer feedback across:*
* *Project A: Mobile App*
* *Project B: Web Platform*
* *Project C: Enterprise Portal*
*For each major theme, compare:*
* *How frequently it appears in each project*
* *Severity differences between projects*
* *Project-specific nuances*
* *Overall patterns that transcend individual projects*
*When including quotes, indicate which project they came from when relevant. For cross-project themes, include quotes from multiple projects to show consistency. For project-specific findings, clearly attribute quotes to their source project.*
*Create a report analyzing pricing feedback across:*
* *SMB Customer Interviews (Project A)*
* *Enterprise Sales Calls (Project B)*
* *Mid-Market Surveys (Project C)*
*Account for the different contexts (interview vs sales call vs survey) when synthesizing findings. Note where findings are context-specific vs universal across all project types*.
*Create a report from these projects, prioritizing findings from:*
* *Primary: Enterprise Customer Research (most important)*
* *Secondary: SMB Customer Interviews (supporting)*
* *Tertiary: User Surveys (additional context)*
*Weight the analysis accordingly - spend more detail on Enterprise findings but include SMB and Survey data to provide broader context.*
**Multi-project Prompt Example**
*Create a report from the selected projects that combines synthesis and comparison:*
* *Start with 5–7 themes that appear across multiple projects. Rank themes by strength (how consistently they show up across projects).*
* *For each theme, include 2–3 supporting quotes and label each quote with the project name.*
* *Add a section called “Project-by-project differences” that highlights what’s unique or contradictory in each project (and why that context matters).*
* *Weight findings toward Project A and Project B, and treat the remaining projects as supporting evidence unless they strongly disagree.*
*Conclude with 3–5 recommendations reflecting the highest-confidence cross-project patterns, plus 3 open questions to validate next.*
***
### Combination of project(s) and channel(s)
Combining structured data (projects) with unstructured feedback streams (channels) gives you both depth and breadth. Your prompts should help Dovetail balance these different data types—using interviews for deep insights and channels for volume validation.
You can create reports from a combination of projects and channels using:
* **Agents** – Set up an automated Agent that analyzes your selected projects and channels, then sends reports on a schedule
**How to refine your prompts**
*Create a report that synthesizes:*
***Structured research data*** (from projects):
* *Deep insights from user interviews*
* *Detailed findings from research studies*
* *Context-rich quotes from transcripts*
***Unstructured feedback data*** (from channels):
* *Quick feedback from App Store reviews*
* *Support ticket pain points*
* *Community discussion snippets*
*For each theme, combine:*
* *Deep insights from project interviews (primary evidence)*
* *Supporting feedback from channels (volume/trend validation)*
* *Note the source type when relevant (interview vs review vs ticket)*
*When including quotes, indicate the source type:*
* *\[Interview] for quotes from project interviews*
* *\[Review] for quotes from App Store reviews*
* *\[Support] for quotes from support tickets*
* *\[Community] for quotes from Slack/community channels*
This helps readers understand the context and depth of each finding.
**Option A: Unified themes (recommended)**
*Synthesize findings into unified themes that draw from both projects and channels. For each theme:*
* *Lead with deep insights from project interviews*
* *Support with volume/trends from channel datapoints*
* *Show how structured research validates unstructured feedback*
* *Include quotes from both sources*
**Option B: source-type sections**
*Organize the report by data source type:*
1. *Structured research findings (from projects)*
2. *Unstructured feedback patterns (from channels)*
3. *Synthesis - how both sources align or differ*
**Option C: hybrid**
*Create a report with:*
1. *Unified themes section - patterns across all sources*
2. *Deep dive sections - detailed findings from project interviews*
3. *Volume/trend sections - patterns from channel datapoints*
4. *Cross-validation - where project research confirms channel feedback*
*Create a report that accounts for different data types:*
***Project data (interviews/research):***
* *Rich context and detailed insights*
* *Use for primary findings and deep analysis*
* *Quote longer excerpts when needed*
***Channel data (reviews/tickets/messages):***
* *Shorter, more frequent feedback*
* *Use for volume validation and trend identification*
* *Quote concise snippets*
* *Note when patterns are volume-based vs insight-based*
*Compare findings across data types:*
* *Where do project interviews align with channel feedback?*
* *Where do they differ? (e.g., interviews reveal root causes,*
*channels show symptoms)*
* *What insights are unique to each source type?*
* *How does structured research validate or challenge channel trends?*
**Example Prompt for Project(s) + Channel(s)**
**Create a voice of customer report on mobile checkout friction**
Analyze data from:
* **Projects**: Mobile Checkout Usability Study, Enterprise Customer Interviews Q4 2024
* **Channels**: App Store Reviews, Support Tickets (Product category)
**Approach:** Synthesize into unified themes. For each theme:
* Lead with deep insights from project interviews
* Support with volume/trends from channel feedback
* Include 3-5 quotes from mixed sources: \[Interview], \[Review], \[Support]
**Focus on:**
* Payment friction points
* Cart abandonment reasons
* Mobile UX issues
* Where do interviews align with or explain channel feedback patterns?
Write for product and engineering teams.
***
## FAQs
Most reports will generate in seconds to a few minutes. Timing depends on the scope of the data (project vs. folder vs. channel), the complexity of your prompt, and whether you are asking for deeper synthesis (more themes, more quotes, more structure). If a report is taking longer than expected, narrowing the timeframe or focusing on a specific theme/segment can help.
Anyone with edit-level access to the relevant data can create reports in Docs. Just like the rest of Dovetail, **Managers** and **Contributors** can create and edit, while **view-only users** can view and comment.
# Crafting context in Dovetail
Source: https://docs.dovetail.com/help/dovetail-ai/craft-context-for-ai
Give Dovetail AI the background it needs at three levels: workspace context docs, the project overview, and a channel's context field.
## Overview
Dovetail AI already searches your data for every question. What it doesn’t know by default is your company, why a given project exists, or how a channel’s incoming feedback should be read. You can give it that background yourself, at three levels — workspace, project, and channel — and each one shapes answers whenever someone chats in that scope.
**Rule of thumb:** workspace context is *who you are*. Project and channel context are *what this work is about*.
| Level | Where you set it | Best for |
| :------------ | :---------------------------------------- | :--------------------------------------------------------------------- |
| **Workspace** | Linked context Docs in Workspace settings | Company-wide knowledge — product, terminology, voice, strategy |
| **Project** | The project overview | Why this research exists — goals, methods, scope |
| **Project** | Project-level context | Setting the objective and business context to guide Dovetail’s AI |
| **Channel** | The channel’s context field | How continuous feedback should be read — product area, audience, focus |
***
## Workspace context
[Workspace context docs](https://docs.dovetail.com/help/dovetail-ai/workspace-context-docs) let admins link existing Docs as persistent AI context for the entire workspace. Once linked, that content is injected into every Chat, Agent, and Ask Dovetail conversation — company overview, glossary, brand voice, customer segments, reporting standards, anything that should hold true everywhere.
Prefer a handful of focused Docs over one long file, share them with the workspace at **Can view** access or higher, and keep them current — stale strategy docs lead to stale AI answers.
For templates and a full setup guide, see [Workspace context docs](https://docs.dovetail.com/help/dovetail-ai/workspace-context-docs).
***
## Project overview
A project’s **overview** is loaded automatically whenever Chat is opened on that project. It’s the right place for background specific to *this* study — not the whole company.
A well-crafted overview covers:
1. **Purpose and goals** — research questions, business context, expected outcomes
2. **Terminology** — product names, personas, and acronyms specific to this work
3. **Data sources** — interview types, time period, geography, tools used
4. **Methodology** — how data was collected, frameworks, key stakeholders
5. **Focus areas** — themes to prioritize, and what’s out of scope
> *Usability study of the checkout redesign (Jan–Mar 2026). Twelve remote interviews with enterprise buyers who completed a purchase in the last 90 days. Goal: identify drop-off causes in steps 2–3. Out of scope: mobile app and billing. We say "checkout flow," not "cart."*
Put company-wide terms in workspace context and study-specific terms here, and update the overview whenever scope or research questions change.
See [Crafting your project overview](https://docs.dovetail.com/help/chat/prompt-guidance#crafting-your-project-overview) for the full breakdown.
## Project-level context
You can set the objective and business context for every project to guide Dovetail’s AI. Add keywords to describe what you’re investigating, link existing workspace strategy docs, or create your own docs to add as context. The more specific your context, the more relevant your highlights, tags, and chat results will be.
Tips for adding context:
* Select keywords that reflect the core objective of this specific project
* Link strategy docs like product roadmaps, OKRs or growth metrics to give the AI broader business context
* Any workspace context docs setup will always be shown for you to choose
* The more specific your context, the better your highlights, tags, and chat results will be
See [project-level context](https://docs.dovetail.com/help/projects#project-level-context) for the full breakdown.
***
## Channel context
Channels track continuous, high-volume feedback — support tickets, sales calls, app reviews — so the AI needs a standing brief on what a given stream is and what to focus on. That brief lives in the channel’s context field, which is loaded whenever Chat is used on that channel.
Keep it under 400 characters, written as natural language rather than a list, and anchored to 2–3 goals rather than an exhaustive spec. State your role so the AI analyzes data from your perspective, and avoid getting so specific that you filter out other valid insights.
> *I’m a Product Manager tracking the Analytics dashboard channel, mostly mid-market admins. Prioritize reporting accuracy, export failures, and permission issues. Ignore billing and SSO — those belong to other channels.*
See [Context and topic descriptions](https://docs.dovetail.com/help/channels/channel-context) for the full principles, strategies for multi-team channels, and how to pair context with topic names.
***
## How the three levels work together
When someone asks a question, Dovetail combines:
1. **Workspace or project-level context** — always-on background
2. **Location context** — the project overview or channel context, depending on where Chat is open
3. **Chat results** — live evidence from that scope
| You want the AI to know… | Put it in… |
| :--------------------------------- | :--------------------------------- |
| Our product name and brand voice | Workspace context docs |
| This study’s research questions | Project overview |
| What this support channel is about | Channel context field |
| What customers said last week | Nothing to craft — Chat handles it |
***
## Quick-start checklist
* Workspace: link 3–5 focused context Docs (product, glossary, voice, customers, standards)
* Each active project: fill in a clear overview — purpose, scope, methods, key terms
* Each channel: write a short context brief — role, focus, and what’s out of scope
* Test with one question at each level that only background knowledge could answer well
***
Related articles
* [**Workspace context docs**](https://docs.dovetail.com/help/dovetail-ai/workspace-context-docs)
* [**Prompt guidance**](https://docs.dovetail.com/help/chat/prompt-guidance)
* [**Chat: Technical overview**](https://docs.dovetail.com/help/chat/technical-overview)
* [**Context and topic descriptions**](https://docs.dovetail.com/help/channels/channel-context)
* [Project-level context](https://docs.dovetail.com/help/projects#project-level-context)
# Dovetail AI
Source: https://docs.dovetail.com/help/dovetail-ai/overview
What Dovetail AI does, from answering questions in Chat and running Agents to Digital Twins, transcription, docs, and channel analysis.
## Overview
Leverage Dovetail’s AI features to speed up analysis, generate insights, and answer important questions about your customer data.
Dovetail indicates when AI has contributed to your analysis and content in the workspace. The blue magic shuriken icon will appear as a contributor on summaries, docs, and any other content generated by AI. If a user edits a summary or accepts a highlight, their avatar will also be added, making it easy to see where human input was involved.
***
## What Dovetail AI can do
### Answer questions about your data
Powered by the latest release of Claude, chat allows you to conversationally query everything from sales calls to support tickets, with every answer traced back to the source. It instantly understands your context – whether you’re looking at a single transcript or document, an entire project or channel, a specific folder, or even looking across your whole workspace.
***
### Automate work with Agents
[Agents](/help/agents) are autonomous, self-improving automations that watch your data and act on it — on a schedule, on a webhook, or when something happens in Dovetail. Configure what an Agent knows, what it’s allowed to do, and where it should send its output (Slack, Microsoft Teams, email, or a Doc), and it keeps running without manual check-ins. Every output stays traceable back to the source data.
***
### Talk to a Digital Twin
A [Digital Twin](/help/agents/digital-twins) is an AI built only from what a real customer, segment, or persona has said across your interviews, calls, tickets, and surveys — not a generic model trained on the open web. Ask it a question in [Chat](/help/chat) and it answers the way that customer actually would, with every answer traceable back to the real conversation it came from.
***
### Transcribe video and audio calls
Powered by Amazon Transcribe and Assembly AI, import a video and audio file into a project and Dovetail automatically detects the spoken language to [generate a transcript](https://dovetail.com/help/projects/transcribe-and-translate/).
***
### Generate doc reports
[**Docs**](/help/docs/getting-started-with-docs#generate-a-summary) provides a powerful starting point, handling the initial heavy lifting of synthesis so you can focus on refining, validating, and driving action with your stakeholders. Use pre-defined prompts or create your own to quickly synthesize and structure your data, powered by Claude.
***
### Analyze high-volume data with Channels
Using LLM and ML techniques, [Channels](https://dovetail.com/help/channels/) continuously analyzes incoming data and classifies it, allowing you to track themes in large data sets, such as support tickets, app reviews, product feedback, and NPS / CSAT.
***
### Summarize data in Projects and Channels
Save time identifying key themes in interviews, documents, or customer feedback, and turn them into valuable insights using [AI summaries](/help/search#get-answers-with-ai-summaries). Add data to your project - including content like PDFs, reels, and transcripts - and we’ll automatically generate a summary of the key points.
***
### Translate summaries and transcripts
[Translate](/help/projects/transcribe-and-translate) entire transcripts and summaries in 75 different languages to simplify knowledge sharing across global teams. This feature is available in beta on our [Enterprise plan](https://dovetail.com/pricing/).
***
### Capture highlights in project data
Automatically find and highlight key moments in customer interviews, sales calls, and usability tests with [AI highlights](https://docs.dovetail.com/help/projects/highlights/index#create-highlights-for-important-moments) in a project. AI highlights will also use your existing tag structure to automatically classify and group highlights for you.
***
### Cluster highlights on canvas view
Use [AI clustering](/help/projects/canvas-view#group-related-highlights-with-ai-clustering) to automatically group highlights with thematic similarities on your canvas view in Projects. Themes are created from the content of your highlights, not the tags or titles. Titles will also be automatically generated for each group. This feature is available on our [Professional, Business, and Enterprise plans](https://dovetail.com/pricing/).
***
### Summarize search results
[AI summaries in search](/help/search#get-answers-with-ai-summaries) are automatically generated to include the most relevant results to your search query. You can also manually generate one by clicking `Summarize` in the top right on the search page. This feature is available on our [Professional, Business, and Enterprise plans](https://dovetail.com/pricing/).
***
### Redact text, audio, and video
[Redact](https://docs.dovetail.com/help/blur-and-redact) helps teams protect participant PII by blurring and muting video and audio, and redacting text in your transcripts. This feature is available on our [Enterprise plan](https://dovetail.com/pricing/).
***
## FAQs
Dovetail’s tailored AI infrastructure means that your data won’t be used to train models for Dovetail or other customers—it’s fully secure. We select a model for the task at hand—whether that’s summarizing a doc or clustering highlights by theme. While ChatGPT enforces character limits, tailored infrastructure enables our AI features to handle entire transcripts and multiple highlights simultaneously.
Using Dovetail’s AI features ensures that all your customer data is in one place, so you don’t need to copy and paste data between tools and risk human error.
We understand research data can contain lots of personal and commercially sensitive information, and participants trust you to keep it safe. That’s why we are committed to keeping this data secure and confidential.
Unlike tools like ChatGPT, which may use your data to train their models, we use tailored processing infrastructure on AWS, so your data remains your own. We deploy all our models in the same place it’s already stored. The request is sent to the model, and the response is returned. Models aren’t learning from your data.
You can read more about our data handling practices in our MSA (see in particular [section 4](https://dovetail.com/help/master-subscription-agreement/#4.-Security-and-Privacy), [section 6](https://dovetail.com/help/master-subscription-agreement/#6-compliance), and [section 11](https://dovetail.com/help/master-subscription-agreement/#11.-Confidentiality)), our [privacy policy](https://dovetail.com/help/privacy-policy/), [data processing agreement](https://dovetail.com/help/data-processing-agreement/), and [Dovetail trust center](https://trust.dovetail.com/).
Dovetail uses a variety of market-leading LLMs. No customer data is used to improve or train our model—all training occurs before the models are deployed. Our models are constantly updated and improved to ensure you get the best experience.
Depending on the task, Dovetail’s AI features use machine learning (ML) or a combination of both ML and generative AI.
ML powers Dovetail’s transcription process. It allows us to identify positive and negative sentiments in transcripts and identify and blur faces to protect your users’ privacy. It’s also used to identify and cluster highlights by theme in canvas.
We use generative AI to summarize notes and docs that make it easy for you to keep stakeholders up-to-date. We also use generative AI to label your themes in canvas.
AI is foundational to many of Dovetail’s core features, including transcription and sentiment analysis, which means deactivating it for specific workspaces is not possible at this time.
For more on Dovetail AI, check out our [product-specific terms here](https://dovetail.com/help/product-specific-terms-dovetail-ai/).
At this time thematic clustering works best with **English**. However the following other language are supported: Spanish, French, Arabic, German, Italian, Dutch, Russian, Ukrainian, Vietnamese, Japanese, Korean and Simplified Chinese.
We are currently monitoring customer feedback to understand how to improve this feature and the languages we support.
No, we use a generic AI model and don’t feed it any training data to ensure user data is kept private.
# Workspace context docs
Source: https://docs.dovetail.com/help/dovetail-ai/workspace-context-docs
Link docs as persistent AI context so every Chat, Agent, and Ask Dovetail conversation knows your company, products, and terminology.
Available on the Enterprise plan.
Only workspace admins can link and manage workspace context docs.
## Overview
Workspace context docs let admins link existing Docs as persistent knowledge for Dovetail AI. Once linked, that content is injected into every Chat, Agent, and Ask Dovetail conversation across the workspace — so you don’t have to explain who you are, what you build, or how your team talks about customers every time you ask a question.
If a linked doc is updated, the context refreshes automatically. There’s nothing to re-link or re-save.
***
## How workspace context docs work
### Where they apply
Workspace context docs apply everywhere Dovetail AI shows up — Chat, Agents, and Ask Dovetail — for every user in the workspace. Applies to Slack and Teams too, if you’ve connected [Chat in Slack and Teams](https://docs.dovetail.com/help/chat/chat-in-slack-and-teams).
Access is still governed by permissions. See [Permissions and sharing](#permissions-and-sharing) below.
### How content is processed
* **Short docs** are used as-is.
* **Longer docs** are automatically summarized so they fit cleanly into the AI’s context window without crowding out other context or degrading response quality.
* **Edits** to a linked doc are picked up automatically on the next interaction — you never need to re-link.
### How context docs fit with other context
Chat draws on more than just workspace context docs. Here’s how the layers relate:
| Layer | What it is | Who controls it |
| :------------------------- | :---------------------------------------------------------------------------- | :--------------- |
| **Workspace context docs** | Persistent reference knowledge — strategy, glossary, brand voice | Workspace admins |
| **Location context** | What’s pre-loaded based on where Chat is opened (project, channel, doc, etc.) | Automatic |
| **Search results** | Live evidence retrieved for each question | Automatic |
Context docs teach the AI *who you are*. Your projects and channels teach it *what customers said*. For the full breakdown of how all context layers combine, see [Chat: Technical overview](https://docs.dovetail.com/help/chat/technical-overview).
***
## What to include (and what to leave out)
**Good candidates for a context doc:**
* Company and product context
* Strategy and priorities — OKRs, focus areas, what’s out of scope
* Customer and market context — ICP, segments, personas
* Product domain knowledge — features, workflows, known limitations
* Pricing and packaging
* Brand and tone guidelines
* Research frameworks and report templates
* Glossaries and preferred terminology
**Not a good fit:**
* Raw research data (interviews, transcripts, tickets) → belongs in a Project or Channel, not a context doc
* Findings from a specific study → use a Project Doc or that project’s overview instead
* A one-off answer to a single question → just ask Chat at the right scope
* Highly sensitive content you don’t want broadly accessible → see [Permissions and sharing](#permissions-and-sharing)
***
## Set up workspace context docs
1. Go to **Workspace settings → AI → Custom context**.
2. Search for and select existing Docs to link.
3. Save your selection.
4. Confirm sharing — linked docs need to be shared with the workspace at **Can view** access or higher (see [Permissions and sharing](#permissions-and-sharing)).
5. Test it — open Chat at the workspace level and ask something that depends on background knowledge, like *"What’s our ICP?"* or *"How should I refer to our product tiers?"*
Start with 3–5 focused docs rather than one long reference file. Focused docs are easier to keep up to date, and summarize more accurately when they’re long.
***
## Best practices for writing context docs
**Keep each doc focused.** One purpose per doc. Link several focused docs instead of a single catch-all.
**Use clear structure.** Headings, bullet points, and labeled sections help the AI parse a doc correctly — especially once it gets summarized.
**Be explicit.** Spell out preferred terminology (*"customers,"* not *"users"*), product and plan names, what’s in scope vs. out of scope, and any compliance or privacy rules.
**Separate facts from behavior.** Company info, product specs, and glossaries are facts — they belong in a context doc. Tone, formatting, and citation preferences are behavior — they’re often better set through your workspace’s [custom instructions](https://docs.dovetail.com/help/chat/technical-overview#1-workspace-level-custom-instructions), with a context doc as backup for anything that needs more detail.
**Keep docs maintained.** Treat context docs as living reference material. Outdated strategy or product info leads directly to outdated AI answers.
**Don’t duplicate project-level content.** Project-specific research context belongs in [project overviews](https://docs.dovetail.com/help/chat/prompt-guidance#crafting-your-project-overview) and project Docs, not workspace context docs.
***
## Permissions and sharing
Linked docs don’t have to be shared workspace-wide. Chat still respects every existing Dovetail permission — the AI can’t surface content a user can’t already see.
* If a linked doc has restricted permissions, only users with at least **Can view** access to that doc will have it applied to their chat context.
* For the context to benefit the whole workspace, share each linked doc with the entire workspace at **Can view** access or higher.
For more on access levels, see [Access and permissions](https://docs.dovetail.com/help/access-and-permissions).
***
## Starter pack: docs to link
A focused starting set covers most workspaces well. Create each as its own Doc, fill in the details, and link all five in **Workspace settings → AI → Custom context**.
### 1. Company and product overview
Give the AI foundational knowledge about who you are and what you build.
```markdown theme={null}
# Company and product overview
## About [Company name]
[2–3 sentences: what your company does, who you serve, your market position.]
**Founded:** [Year]
**Headquarters:** [Location]
**Industry:** [Industry/vertical]
## What we build
**Product name:** [Product name]
**One-line description:** [Single sentence]
**Core value proposition:**
- [Benefit 1]
- [Benefit 2]
## Key product areas
| Area | Description |
|------|-------------|
| [Area 1] | [What it does] |
## What we are NOT
- [Explicit boundary, e.g. "We are not a CRM"]
```
### 2. Terminology and glossary
Keep language consistent across every AI-generated response.
```markdown theme={null}
# Terminology and glossary
## Preferred terms
| Use this | Not this | Notes |
|----------|----------|-------|
| customers | users | We serve B2B buyers, not end-users |
| workspace | account | Our product term for a team environment |
## Product and plan names
| Name | Description |
|------|-------------|
| [Plan: Free] | [What's included] |
| [Plan: Pro] | [What's included] |
## Internal acronyms
| Acronym | Meaning |
|---------|---------|
| ICP | Ideal Customer Profile |
| VoC | Voice of Customer |
```
### 3. Brand voice and AI response guidelines
Shape how the AI communicates — tone, format, and behavioral rules.
If your workspace already sets tone and formatting through [custom instructions](https://docs.dovetail.com/help/chat/technical-overview#1-workspace-level-custom-instructions), you may not need this as a separate doc. Use whichever is easier for your team to maintain.
```markdown theme={null}
# Brand voice and AI response guidelines
## Tone and voice
- **Formality:** [Professional but approachable / Formal / Casual]
- **Perspective:** [First person plural ("we") / Third person]
## Content rules
### Always
- Cite sources from Dovetail data when making claims
- Anonymize customer names unless viewing a specific data entry
- Use our preferred terminology (see Terminology and glossary doc)
### Never
- Mention specific competitor products by name in outputs
- Make up data or quotes not found in the workspace
```
### 4. Customer and market context
Help the AI understand who your customers are and how you talk about them.
```markdown theme={null}
# Customer and market context
## Ideal Customer Profile (ICP)
**Primary ICP:** [Description]
**Company size:** [Range]
**Buyer persona:** [Title/role]
## Customer segments
| Segment | Description | Key needs |
|---------|-------------|-----------|
| [Segment 1] | [Who they are] | [What they care about] |
## How we talk about customers
- Refer to them as "[customers]" — not "[avoided term]"
- Our customers typically struggle with [pain point 1] and [pain point 2]
```
### 5. Research and reporting standards
Keep AI-generated Docs and summaries aligned with your team’s methodology.
```markdown theme={null}
# Research and reporting standards
## Report structure
1. **Executive summary** — key takeaway first
2. **Key findings** — organized by theme, with supporting quotes
3. **Recommendations** — actionable next steps
## Citation standards
- Attribute quotes to segment/role, not individual names (e.g. "Enterprise PM," not "Jane")
- Link back to source data in Dovetail when possible
```
**Quick-start checklist:** fill in the placeholders above, share each doc with the workspace at **Can view** access or higher, link all five in **Workspace settings → AI → Custom context**, then test with a few questions from your starter set. Assign an owner to review and update the docs quarterly.
***
## Test your setup
Once your docs are linked, try a few questions that only a well-informed teammate could answer well:
| Test question | What a good answer should reflect |
| :------------------------------------------------- | :---------------------------------------------- |
| "Who is our target customer?" | ICP and segments from your customer context doc |
| "How should I refer to our product tiers?" | Plan names from your pricing/packaging doc |
| "What tone should I use when drafting a summary?" | Your brand voice guidelines |
| "What’s in scope for this quarter’s product work?" | Your strategy/priorities doc |
| "How should I structure a research report?" | Your research standards doc |
***
## FAQs
\[Confirm current limit before publishing.]
No. Context docs provide background knowledge about your company and product. Chat still searches your workspace data for every question and cites its sources — context docs just make those answers better informed.
Its content is removed from the AI’s context on the next interaction.
Workspace context docs carry company-wide reference knowledge that applies everywhere in Dovetail AI. A [project overview](https://docs.dovetail.com/help/chat/prompt-guidance#crafting-your-project-overview) carries context specific to a single project.
***
Related articles
* [**Chat: Technical overview**](https://docs.dovetail.com/help/chat/technical-overview)
* [**Prompt guidance**](https://docs.dovetail.com/help/chat/prompt-guidance)
* [**Access and permissions**](https://docs.dovetail.com/help/access-and-permissions)
# Dovetail terminology
Source: https://docs.dovetail.com/help/dovetail-terminology/index
Definitions of key Dovetail terms, including workspaces, folders, projects, channels, agents, Digital Twins, docs, highlights, and tags.
## Overview
This guide defines key terms you’ll encounter while using Dovetail. Whether you’re new to the platform or need a quick refresher, this reference helps you navigate Dovetail’s features so you can organize your data, analyze feedback, and act on what customers are telling you.
***
## Core functionality
### Workspace
A workspace is the top-level organizational structure that houses all of your company’s data and brings your entire team together. It serves as a single, centralized knowledge base where customer data is organized, analyzed, queried, and acted on.
### Folders
[Folders](https://docs.dovetail.com/help/folders) are a way to create a logical structure for organizing data, enabling intuitive navigation, controlled access, efficient searching, and using contextual chat.
### Projects
[Projects](https://docs.dovetail.com/help/projects) are a space for you to thoroughly analyze high-density data sources like customer interviews, usability tests, sales calls, or surveys to draw very detailed insights.
### Channels
[Channels](/help/channels) use AI to automatically analyze continuous streams of customer feedback from sources like support tickets, product reviews, or NPS responses. New channels use [Channels 2.0](/help/channels), which groups that feedback into ranked **Ideas** backed by **Evidence**.
### Agents
[Agents](https://docs.dovetail.com/help/agents) are AI-powered automations in Dovetail that perform actions on your behalf - from continuously monitor feedback, generate shareable docs, to notify via email or your team on Slack.
### Digital Twins
[Digital Twins](https://docs.dovetail.com/help/agents/digital-twins) are AI replicas of a specific customer, segment, or persona, built only from what they’ve actually said across your interviews, calls, tickets, and surveys. You can ask one a question in [Chat](/help/chat) and get an answer traceable back to the real data it came from.
### Contacts
[Contacts](/help/contacts) is where you can store, track, and manage your contacts and participants. [Segments](/help/segments) group them by shared attributes.
### Dashboards
[Dashboards](/help/dashboards) visualize trends in your customer data over time, so you can track how themes and sentiment move alongside business metrics.
### Chat
[Chat](/help/chat) is an AI assistant that provides detailed, insightful answers about your Dovetail data. You can ask questions at the Workspace, Folder, Channel, Project, Data, or Doc level and receive responses with direct citations. This feature allows you to have a continuous conversation with your data, from understanding the top user feedback to brainstorming a plan of action.
### Search
With Dovetail [Search](https://docs.dovetail.com/help/search), you can quickly find any object in your workspace, including projects, channels, data, highlights, and docs. You can filter results by common fields or tags to analyze themes across different projects and folders.
***
## Working in Projects
### Data
[Data](https://docs.dovetail.com/help/projects/import-data-to-projects) is an individual piece of information or a file uploaded into Dovetail for analysis. Common examples include video call recordings, usability tests, and surveys. Also referred to as a “data object”.
### Field
A [Field](https://docs.dovetail.com/help/projects/data-and-docs-fields) provides context that applies to an entire piece of data, enabling you to filter and analyze it across your workspace. Think of a field as a filter to refine your work and group data for analysis (e.g., assigning a region or a customer persona to a video call).
### Highlight
A [Highlight](/help/projects/highlights) is a key moment captured from a piece of data — a quote from a transcript, a passage from a document, or a clip from a recording. Highlights connect findings back to the raw data they came from.
### Tag
[Tags](https://docs.dovetail.com/help/workspace-tags) are labels you attach to specific moments within a piece of data to help you find structure and themes in your research. They help you cluster similar content for analysis and identify patterns (e.g., tagging a specific moment in a video with "competitor mention" or "usability feedback").
### Data views
[Data views](https://docs.dovetail.com/help/projects/views) are individually saved view and filter configurations for the data within your project. They eliminate the need to re-apply your preferences every time you open a project.
### Highlight reel
A [Highlight reel ](https://docs.dovetail.com/help/projects/highlight-reels)in Dovetail is a video of stitched-together clips that share a theme, tag or topic. It’s a powerful way to bring the voice of your customer to life when sharing with your team or organization.
### Docs
A [Doc](/help/docs/getting-started-with-docs) is a document used to generate, collaborate on, and share findings after analysis. Think of it as a report in Dovetail that you can publish and share with stakeholders.
***
## Working in Channels
### Ideas
[Ideas](/help/channels) are the Channels 2.0 unit of output: AI-generated summaries of what’s worth doing next, each grouping the feedback that points at the same underlying problem or request. Ideas are ranked by how much they matter — how often something comes up, how many accounts are affected, and how much ARR sits behind it.
### Evidence
[Evidence](/help/channels) is the raw material behind every idea — the original support tickets, reviews, survey responses, and conversations. Use Evidence to check a claim, pull a quote, or see exactly who said what.
### Data points
[Data Points](https://docs.dovetail.com/help/channels/channel-setup) are individual pieces of feedback synced into a channel. Each data point represents a single piece of customer input, such as a support ticket, an app review, an NPS response, or any form of continuous feedback.
### Topics and themes
**Topics** and **themes** are [Channels 1.0](/help/channels) terms. Themes are groups of similar feedback; topics are the high-level categories that organize them. Channels created before 2.0 still use these — in Channels 2.0, ideas replace themes.
# Experience research
Source: https://docs.dovetail.com/help/experience-research/index
Run a research study in Dovetail, and set up tags and fields so the findings stay comparable across every study that follows.
Experience research is deep work on small samples: a round of interviews, a usability study, or a set of sales calls you want to read closely. In Dovetail each study is a project, so this work lives in [Projects](/help/projects).
This page covers the decisions that determine how useful a study is after it ends. The linked feature pages cover the steps in detail. A study run in Dovetail keeps the transcript, the highlights, and the report connected. Claims in the report link to the moment in the recording they came from, so a colleague can play the clip rather than rely on your summary.
For continuous feedback streams such as support tickets, reviews, and survey volume, use [Channels](/help/channels) and see [Run a voice-of-customer program](/help/voice-of-customer) instead. Both feed the same workspace, so [Chat](/help/chat) can reason across them together.
***
## Running a study
**Set up before you import.** Add project Context: objective keywords, plus links to your strategy docs. Context is the background the AI reads before it suggests a highlight or answers a question, so completing it improves the output of every step that follows. Set your Automation defaults in the same pass, so each session is transcribed and summarized when it arrives. See [Projects](/help/projects).
**Import the sessions.** Recordings, documents, and survey CSVs all import into the same project, so sessions and the survey that preceded them can be analyzed together. Set the transcription language before you begin analysis, because regenerating a transcript deletes the highlights made from the old one. See [Import data to projects](/help/projects/import-data-to-projects) and [Transcribe and translate](/help/projects/transcribe-and-translate).
**Analyze.** Highlight the moments that matter, tag them, then cluster them on a canvas to identify themes. Each highlight keeps a link to its position in the recording, so a theme on the canvas stays connected to the source material. See [Highlights](/help/projects/highlights) and [Canvas view](/help/projects/canvas-view).
**Write it up.** Build a doc from the clustered highlights. Each claim carries the clip it came from, so readers can check the evidence themselves rather than ask you for it. You can share the doc, present it full screen, or send it to Jira or Linear. See [Getting started with docs](/help/docs/getting-started-with-docs), [Report prompts](/help/docs/report-prompt-guide), and [Share and organize docs](/help/docs/organise-and-share-docs).
**Hand it over.** [Chat](/help/chat) answers questions about the study and cites the source data, so stakeholders can follow up without going through you. Chat reads project metadata, so completed fields and assigned contacts improve the answers. Doc visibility in Chat matches your sharing permissions.
***
## Project scope or workspace scope
Tags and fields both exist at two scopes. Studies remain comparable over time when anything you expect to compare across studies is defined at workspace scope rather than inside a single project.
| | Project scope | Workspace scope |
| :---------- | :--------------------------------------------------------------------------------------------- | :----------------------------------------------------------------------------------------------------------- |
| **Tags** | [Project tags](/help/projects/project-tags) live in one project and can’t be shared. | [Workspace tags](/help/workspace-tags) are global, linked into many projects, and update everywhere at once. |
| **Fields** | [Data and doc fields](/help/projects/data-and-docs-fields) apply to everything in one project. | [Workspace fields](/help/workspace-fields) are defined once in settings and reused across projects. |
| **Use for** | Codes specific to this study, such as task names or this round’s hypotheses. | Anything you’d compare across studies, such as personas, product areas, segment, or research method. |
To decide, consider whether you would ever answer a question spanning two studies using the label. Persona and product area almost always qualify. “Task 3 confusion” almost never does.
Unlinking a workspace tag board from a project, or deleting the board, duplicates its tags back into each project as local tags, which is the duplication the board was meant to prevent. Unlink deliberately.
***
## Reuse the setup
A [project template](/help/projects/workspace-templates) carries context, automation, and any linked workspace tag boards and field groups into the next study. The quickest way to build one is to convert a finished project you are happy with. Later studies then start from the same configuration and stay comparable to earlier ones.
***
## Common mistakes
* Empty project context reduces the quality of AI highlights, tags, and Chat answers.
* Importing data before setting the transcription language means regenerating transcripts and losing the highlights made from them.
* Tags defined only at project scope cannot be compared across studies.
* A free-text field used where a single select belongs produces values that drift and cannot be filtered.
* A report published without linked evidence gives readers no way to verify a claim.
***
## After the study
A finished study leaves a report in which each claim links back to its source recording. The highlights stay searchable in [Search](/help/search) after the project is no longer active, and workspace tags let the next study be compared against this one. [Doc metrics](/help/docs/organise-and-share-docs) show who opened the report, how far they read, and which links they followed.
***
## Where to go next
Context, automation, and everything a project holds.
Clustering, grouping, and cross-project synthesis.
Global tag boards that connect themes across projects.
Cited answers across projects, docs, and your workspace.
# Folders
Source: https://docs.dovetail.com/help/folders/index
Organize projects and channels into folders up to five levels deep, reorder them, and control who can view or edit what's inside.
Available on [Professional (legacy) and Enterprise plans](https://dovetail.com/pricing/)
**The new Dovetail experience is now live.** We’ve updated the app’s navigation and structure, so you may notice some features have moved to new locations. We’re currently updating our Help Center articles to reflect these changes. If you encounter any discrepancies between the product and our documentation, please refer to the latest in-app experience.
## Overview
Organize your projects and channels into folders so your team can find and share their work with ease. Content can be re-ordered and stored in folders, and your most important folders, projects, and channels can be pinned for quick access by everyone in your organization.
***
## Where to find folders
Find folders using the tabs on the **Browse** section of your **Home** page. These tabs let you navigate your projects and find your work quickly.
* **Folders, Channels, Projects** → Shows a list of all projects, channels, or folders at the highest level.
* **Docs** → Show all Docs from projects you have access to across the workspace.
***
## Create and edit a folder
**Managers** and **Contributors** can create a new folder for their workspace via the sidebar by clicking on + New
* To create a new folder, click +`New` and select `Folder`.
You can also create a **subfolder** inside a folder, and another folder inside that folder, and so on. With this, the biggest limit you need to know is that you can go **5 folders deep** in your folder structure.
At any time, you can rename, move, share, and delete your folder by hovering over the folder and clicking `•••` to apply relevant options.
***
## Organize projects into folders
To make projects easy for users in your workspace to find, organize your projects into folders and reorder them with drag and drop. Group related projects into folders by:
* **Type of research →** Customer interviews, usability testing, survey responses.
* **Product team →** Core product, search and navigation, growth.
* **Department/role →** Design, user research, content strategy.
***
## Assign users or groups access to a folder
If you are on a **Business** or **Enterprise** plan with **Full access** to a folder, you can also limit who can view, edit, and create new objects that live within a folder. [**View more information about sharing and access controls →**](/help/access-and-permissions)
* To do this, click `•••` next to the folder and select `Share.`
* From there, enter users or groups and assign the appropriate access level to them.
***
## Pin and reorder objects
**Admins** can pin projects, channels, and folders to the top of the Home page for quick access across the workspace — useful for surfacing ongoing research or active work.
* To pin a project, open `•••` next to it and select `Pin for everyone`.
* Once pinned, the item appears at the top of your Home page.
* To reorder pinned items, drag and drop them into your preferred order. The new order applies to the entire workspace.
Projects and folders outside the pinned section can also be reordered by dragging them to their desired position.
***
## Select objects to pin, move, archive, or delete
You can select one or multiple objects on the Browse page by clicking on the **checkbox** that appears while hovering over them. From there, you’ll be able to use the **actions menu** that appears at the bottom of your screen to edit your selection. In this menu, you will see different options depending on what you have selected.
* If you have only selected projects, you can **pin**, **move**, **archive**, or **delete** your selection.
* If you have only selected folders, you will be able to **move**, or **delete** your selection.
* If you have selected both projects and folders, you will be able to **move**, or **delete** your selection.
When deleting an object, you have access to restore it in the [workspace trash](https://dovetail.com/settings/trash) within 30 days after deletion.
***
## For you
Available on [Professional and Enterprise plans](https://dovetail.com/pricing/)
From within the **Home** page, you can navigate to the **For you** section and filter by:
* **Created by me** → All projects, channels, and folders you’ve created across the workspace.
* **Viewed by me** → Objects you’ve recently viewed across the workspace.
This is a personalized section that surfaces content tailored to your activity, including data, docs, projects, agents, and other objects you’ve recently viewed or created. You can customize how content is displayed using the sorting and filtering options in the dropdown on the right.
# Home
Source: https://docs.dovetail.com/help/home/index
How the Home page works — Chat, pinned items, For You, Browse, featured authors — and how admins configure what everyone sees.
## Overview
Home is the central hub of your workspace. It’s personalized for every user by default, with no setup required, and it stays relevant as your team and workspace grow.
***
## What’s on Home
### Chat
[Chat](/help/chat) sits at the top of Home and is the fastest way to find something. Ask a question in natural language and get an answer grounded in your data, with citations you can follow back to the source. Use @ mentions to point a question at a specific folder or project.
### Welcome
The Welcome section gives new users a starting point, surfacing quick actions like connecting a data source, inviting teammates, or asking a question. You can dismiss it at any time.
### Announcement banner
Admins can add a banner to Home to display important information — updates, resources, or notices — so key messages don’t get missed.
If you’ve dismissed the announcement, a workspace admin can bring it back for everyone. On the Home page, click **Edit home for everyone**, toggle Announcements off, then toggle them back on.
### Pinned for everyone
Admins can pin docs, projects, and folders so key resources stay visible to the whole team. Drag and drop pinned items to reorder them.
### For You
A personalized section surfacing content based on your activity — data, docs, projects, agents, and other objects you’ve recently viewed or created. Use the dropdown on the right to change sorting and filtering.
### Browse
Browse shows the top-level folder structure of your workspace: folders, projects, channels, dashboards, agents, and docs. It’s alphabetical by default, and folders always appear at the top, separated from individual items. Within a folder, use Sort and Filter in the top right.
### Featured authors
Highlights docs created by selected team members and shared with the whole workspace. Admins can feature up to 50 authors. Docs are sorted newest first.
### Featured doc
Admins can embed a single doc directly on Home, rendered inline for everyone. It’s a good way to surface something like an onboarding guide where your team will find it first. The doc must be shared with the entire workspace to be eligible, and admins can swap it out at any time. Click **See more** to open the full doc in a layer above Home.
***
## Configure Home for your workspace
Admins control how Home is organized. Click the settings icon in the top-right corner of Home to open the configuration dropdown, then drag and drop sections to reorder them, or toggle any section on or off. Chat is the exception — it always stays at the top.
Changes apply to everyone in the workspace, so the whole team sees a consistent, curated Home.
***
## Grid and list layouts
Any page that shows a list of objects — Browse, subfolders, or object pages — can switch between grid and list layout. This applies to individual items like projects, docs, and agents. Folders stay as small cards so they remain easy to tell apart.
To change it, click the `...` icon in the top-right corner and select your preferred view. The change applies to the entire workspace.
***
## Card thumbnails
You can set a cover image on docs and projects, and it becomes the card thumbnail in Browse and other list views. For best results, use a 9:4 aspect ratio (2.25:1).
For a project, upload a cover image in the project overview. You can also add or change one from anywhere: click the `...` menu on any doc or project — on its card or list item — and select **Update cover**. Upload your own image or pick one from the built-in Unsplash library. Remove a cover from the same menu.
***
## Navigating your workspace
Click the menu icon in the top-left corner, or press `[`, to open the sidebar. The sidebar is available on any screen and stays collapsed while you work.
From the side navigation, use Quick Search to find content without returning to Home. Open it by clicking Search, or press `Cmd + K` (Mac) or `Ctrl + K` (Windows). Quick Search reaches key navigation items directly from results, answers questions in natural language with an AI summary, and can open a summary in Chat for follow-up. Contacts, tags, and highlights are excluded from results by default.
To create something, click `+ New` or press `C`. Dovetail suggests what to create based on keywords and semantic matching. Each object type — agents, channels, dashboards, projects, and docs — has its own page. Favorites are behind the star icon, and workspace tools like user invites, notifications, integrations, and settings sit under **More** at the bottom of the side navigation.
***
## FAQs
Folders haven’t been removed — they’re in a different place. Object pages in the side navigation show all items of a given type together. To navigate by folder structure, use the Browse section on Home and select a folder.
The Projects page shows every project across your workspace in one place. Use sorting, filters, or search to narrow the list.
Go to Projects, click Sort and Filter in the top right, then select All → Archived. You can also go to Search, toggle Projects, click More, and select Archived.
No. Those sections sort by Viewed by me, Updated by anyone, Date created, Alphabetical, or Type. Manual ordering is available for **Pinned for everyone**, where admins can drag items into place.
Viewed by me is based on when you last opened an item. Updated by anyone sorts by the last time any collaborator changed it.
In the side navigation, under **More → Contacts**.
Upload an image to the project overview and it becomes the card thumbnail. For best results, use a 9:4 aspect ratio (2.25:1).
A workspace admin can restore it for everyone. On the Home page, click **Edit home for everyone**, toggle Announcements off, then toggle them back on.
Both were retired when Home became personalized by default. To replace a custom home, create a doc with your content and pin it to Home as a team welcome page. To replace a feed, create a doc, open the reference picker, and add a search block with filters — search blocks update automatically as new data arrives.
# Integration settings
Source: https://docs.dovetail.com/help/integration-settings/index
Connect Dovetail to the tools your team already uses, and manage or disconnect the apps individual users have connected to the workspace.
## Overview
Dovetail can be connected to all your favorite tools to create a powerful customer intelligence platform. Explore our [integrations](/integrations/home) to import data directly from the source, like Google Drive, Zoom, OneDrive, and many more!
Once you are ready to share your docs with the world, utilize our integrations with Notion, Slack, Atlassian, and more to bring your research to where your teams are and drive impact.
***
## Explore and connect available integrations
Dovetail’s integration directory features apps that you can connect to your account to seamlessly import data into your workspace and share your Dovetail findings with your team.
* You’ll find all available integrations under [⚙️ Settings → Integrations](https://dovetail.com/settings/integrations).
* From there, you can connect your user account to a number of apps and manage their settings. [Learn more about how to connect your account to a specific integration →](/integrations/home)
***
## Manage your team’s connections
[Workspace admins](https://docs.dovetail.com/help/user-roles/#grant-admin-access-to-users) can view, manage, and disconnect all apps that are connected to individual users in the workspace.
* To view all users who have integrated their workspace to a specific app, select the app on the [⚙️ Settings → Integrations](https://dovetail.com/settings/integrations) page.
* From there, you can view a complete list and disconnect individual users from a specific app if required. To do this, locate a user and select 🗑️. This will disconnect the app from the individual user’s Dovetail account.
# Legal agreements
Source: https://docs.dovetail.com/help/legal-and-compliance/legal
Links to Dovetail's legal agreements, including the Master Subscription Agreement, User Terms of Service, and Acceptable Use Policy.
[**Master Subscription Agreement**](https://dovetail.com/legal/master-subscription-agreement/)
***
[**User Terms of Service**](https://dovetail.com/legal/user-terms-of-service/)
***
[**Acceptable Use Policy**](https://dovetail.com/legal/acceptable-use-policy/)
***
[**Product-Specific Terms: AI Features**](https://dovetail.com/legal/ai-features/)
***
[**Mutual Non-Disclosure Agreement**](https://dovetail.com/legal/mutual-non-disclosure-agreement/)
***
[**Product-Specific Terms: Recruit**](https://dovetail.com/legal/product-specific-terms-recruit/)
***
[**Community Code of Conduct**](https://dovetail.com/legal/community-code-of-conduct/)
***
[**Insurance**](https://dovetail.com/legal/insurance/)
***
[**Accessibility Statement**](https://dovetail.com/legal/accessibility-statement/)
***
[**Open Source**](https://dovetail.com/legal/open-source/)
***
[**Press Kit and Logo Usage**](https://dovetail.com/legal/press-kit/)
***
[**Modern Slavery Statement**](https://dovetail.com/legal/modern-slavery-statement/)
***
[**Anti-Bribery and Anti-Corruption Statement**](https://dovetail.com/legal/anti-bribery-and-anti-corruption-statement/)
***
[**AI Models**](https://dovetail.com/legal/ai-models/)
***
[Dovetail Trust Center](https://trust.dovetail.com/)
***
# Privacy and data
Source: https://docs.dovetail.com/help/legal-and-compliance/privacy-and-data
Links to Dovetail's privacy documents, including the Privacy Policy, Data Processing Agreement, and Data Subject Access Request form.
[**Compliance With Laws**](https://dovetail.com/privacy/compliance-with-laws/)
***
[**Data Processing Agreement**](https://dovetail.com/privacy/data-processing-agreement/)
***
[**Privacy Policy**](https://dovetail.com/privacy/privacy-policy/)
***
[**Data Subject Access Request**](https://dovetail.com/privacy/data-subject-access-request/)
***
[**Event Release**](https://dovetail.com/privacy/event-release/)
***
# Move data to a new workspace
Source: https://docs.dovetail.com/help/move-data-to-a-new-workspace/index
Export projects from one Dovetail workspace and import them into another, and what to check before consolidating multiple workspaces.
**Managers** and **Contributors** can export and import projects
## Overview
Bring together data from across multiple workspaces into a single, shared hub for your customer data. At this time, projects can be exported from one workspace and re-imported to another. They can be bulk exported if you need to move multiple projects to another workspace, or individually if you only need to move one.
There are a few common reasons why you may need to move projects from one workspace to another.
* You, your team, or individual departments in your organization have set up multiple Dovetail workspaces and want to bring together all data into a single workspace to simplify subscription management.
* You have created a free workspace under your personal account and your organization has upgraded a separate, paid workspace.
***
## What to know before moving projects to a new workspace
For organizations looking to move data and manage a single workspace, make sure you are aware of the benefits and limitations on how to ensure a successful move
* There are benefits to having a single workspace where teams across an organization contribute to a shared knowledge base.
* The workspace you are moving projects into must be on a paid subscription plan and have the appropriate number of paid user seats for them to access the workspace.
* If you are moving projects from multiple workspaces to a single workspace, review any active subscriptions. Where appropriate, plan to cancel any subscriptions you no longer need once all data across to a single workspace.
* If you are an **Enterprise** customer, please reach out to your Customer Success Manager or Account Executive for additional support in identifying existing workspaces under your organization and recommendations for the parent workspace to centralize data into.
***
## Export your projects
**Managers** and **Contributors** can export entire projects as an encrypted **.dovetailproject** file. The file is encrypted and cannot be opened or read outside of Dovetail — it may appear as a binary file on your device, which is expected behavior. The export is designed to be securely re-imported back into your Dovetail workspace to restore the project data.
* To export one or multiple projects at a time, navigate to the `Browse` tab and select the projects or folders that you wish to export.
* Once selected, click `•••` and select `Export` from the bulk action menu at the bottom of the page.
Once the export has been prepared, click the `Download` button on the prompt to download the file to your device.
When bulk exporting multiple projects, we recommend selecting up to 5 projects at a time. Bulk project exports will take some time to complete. Please don’t close your browser while projects are being exported.
For more information on project exports, please visit [**Download project data →**](https://docs.dovetail.com/help/projects/download-project-data)
***
## Import projects into a new workspace
**Managers and** **Contributors** can import Dovetail projects at any time. The workspace you are moving projects into must be on an existing paid subscription plan.
* Import existing projects by accessing the sidebar and clicking "+ New" and select`Import existing project `in the dropdown.
When importing a project into another workspace:
* Any workspace tags or fields will be converted to project-level tags or fields
* Any project access controls or user group access will not be brought across
* Any comments added to the original project will not be brought across
When importing projects into a new workspace, there will be two versions of the same project – one living in the new workspace and the other living in the retired workspace. Data in the retired workspace will exist for 30 days after the subscription has ended. After this period, the data will be deleted according to Dovetail’s [data retention policy](https://dovetail.com/help/data-security-and-privacy/#data-retention).
The Free plan includes **one project**. If you already have a project in your workspace, importing a `.dovetailproject` file will not succeed — the import will begin uploading but will ultimately fail with the message **"Project import failed, please try again or contact support."**
***
## Tips for moving forward with a single workspace
* **Learn how to manage a single workspace for your organization effectively**: Once all data is in the unified Dovetail workspace, see [User roles](/help/user-roles) and [Access and permissions](/help/access-and-permissions) for guidance on implementing a secure and compliant workspace, onboarding new starters, and standardizing processes across teams.
* **Create a schedule for maintenance**: Appoint one person or a small team to be admins or managers to help users with questions, audit [workspace tags](/help/workspace-tags), bring project stakeholders together periodically to evaluate workspace structure, and knowledge requests from external stakeholders.
* **Train the team**: Train users on standards within the new workspace. Show stakeholders how to effectively search for questions they may have and get them subscribed to relevant feeds.
## FAQs
* Any project access controls or user group access.
* Any comments added to the original project(s).
* Any content referenced from other projects will need to be recreated. (Ex. A highlight from a different project will not be transferred when exporting to another workspace.)
Any URLs found in your project data are only valid for 3 days from the day you exported your project. So, we recommend importing your projects within the 3-day time frame, or you’ll need to export the data again.
Project export files are encrypted for security and are only supported for re-import into Dovetail. To access the contents, you must re-import the file into Dovetail.
**Managers** and **Contributors** can export entire projects as an encrypted **.dovetailproject** file. The file is encrypted and cannot be opened or read outside of Dovetail — it may appear as a binary file on your device, which is expected behavior. The export is designed to be securely re-imported back into your Dovetail workspace to restore the project data.
# Navigate between workspaces
Source: https://docs.dovetail.com/help/navigate-between-workspaces/index
Belong to more than one Dovetail workspace and switch between them, and decide whether one workspace or several suits your organization.
## Overview
Dovetail helps you build a customer-centric culture by surfacing what customers are saying, so teams focus on solving the right problems. Your workspace is intentionally flexible, so you can shape it around how your organization works.
The framework for each plan is that you will have access to a single Dovetail workspace that your organization can access and contribute to. A workspace houses all projects and is managed predominantly by workspace admins.
You can belong to multiple workspaces at the same time, with different accounts, and switch between them. If your organization has many teams, product areas, divisions or entities, you may be wondering what is the right set up for you.
Dovetail’s multiple workspace feature is designed primarily for agencies and consulting firms that work with multiple clients and want to keep all data and users separate between clients. Each workspace is completely separate.
***
## When to create a single workspace
We recommend creating a single workspace if you want to be able to seamlessly share insights with anyone across your organization. You have access to one workspace per subscription plan.
We offer many admin and security features to ensure your data can be accessed by the right people, such as [user roles](/help/user-roles), [workspace data retention](/help/workspace-data-retention), and [access and permissions](/help/access-and-permissions). Setting up a single, shared workspace also allows everyone to take advantage of our powerful [global search](https://docs.dovetail.com/help/search#navigate-with-quick-search) feature, breaking down silos of information across teams.
Having everyone in your team collaborating in the same workspace also gives you greater flexibility to restructure your workspace as your organization evolves.
Finally, a single workspace is the way to go if you want to standardize how research is conducted or are passionate about best practices, leveraging features on our Business + plans like [workspace tags](/help/workspace-tags) and [templates](/help/projects/workspace-templates).
***
## When to create multiple workspaces
We recommend creating multiple workspaces if you need to house data in a specific region, or if your teams use different authentication providers to log in to applications. This is the best approach for agencies working with multiple clients where data separation is critical.
As each workspace will have its own subscription, your team will need to have capacity to manage multiple subscriptions for each workspace.
***
## Join other workspaces
In some cases, you’ll be able to add yourself to workspaces that you’re eligible to join. Your eligibility to join a workspace without an invite depends on your email address and the configuration of the workspace. [Learn more about automatic account creation ](/help/authentication-settings)→
You can view what workspaces you are able to join by:
1. Navigating to the **More** menu
2. Click on **Switch workspace**
3. You’ll be directed to the workspace discovery page and see all of the workspaces you have access to or can join
When you join another workspace, you’ll assume the **Viewer** role (if you joined a plan with user roles). In order to make changes to the workspace, you’ll need someone in the workspace to update your role to manager, contributor, or admin. [Learn more about managing user roles](/help/user-roles) →
***
## Switch between workspaces
Once you’re in more than one workspace, you can switch between your workspaces by logging in to another workspace. You can be logged in to multiple workspaces at the same time, so you don’t have to enter your password every time.
To switch to a different workspace:
1. Navigate to the **More** menu
2. Click on **Switch workspace**
3. You’ll be directed to the workspace discovery page and see all of the workspaces you have access to or can join
***
## Create a new workspace
You can create a new workspace at any time. Note that each paid subscription is only for one workspace. To create a new workspace:
1. Navigate to the **More** menu
2. Click on **Switch workspace**
3. You’ll be directed to the workspace discovery page and see all of the workspaces you have access to or can join
4. Click on + near the top-right
5. You’ll be directed to a page to set up your new workspace
6. Proceed with entering the details to create a new workspace
# Notification settings
Source: https://docs.dovetail.com/help/notification-settings/index
Follow projects and people, see what triggers a notification, and choose what you receive by email, Slack, and in the notification center.
## Overview
Follow content and receive notification to keep updated on what matters most to you. View all [notifications inside your workspace](https://dovetail.com/notifications/) or receive notifications via email or Slack to help you stay up-to-date with new docs, project work, conversations, and completed actions in your workspace.
***
## Set up project notifications
You can receive notifications for updates to specific projects in the workspace. Each project notification setting is individual to you, so you can define what level of notifications you would like to receive.
You can enable three types of notifications: when any changes are made to the project, when docs are published, or when comments are added. To set up your notification preferences for a project:
1. Open the project and navigate to the project action menu (••• ) in the top right
2. Click on **Follow** and select what types of notifications you’d like to receive for the project
***
## Notification triggers
Dovetail sends notifications via email and the notification center in your workspace. Notifications are triggered when:
* Someone mentions you with @your\_username
* Someone comments on something you’ve created
* Someone shares something with you
* A highlight reel you created is ready to download
* The transcription you requested has been completed
* A Doc has been shared
***
## View your notifications
To view all notifications, click on your profile picture and hover over Notifications in the menu.
When you have new notifications, a badge with the number of unread notifications will appear over your profile picture in the top right corner. You will also see a real-time prompt on the bottom right of your screen when a new notification is triggered during a session.
***
## Configure notification preferences
By default, all your notification preferences are turned on. You can optionally disable email notifications and notifications for when a transcript has finished.
* To change your preferences, go to ⚙️ [Settings → Notifications](https://dovetail.com/settings/user/notifications).
* You can toggle from there to enable/disable specific notification channels and other types.
# Procurement information
Source: https://docs.dovetail.com/help/procurement-information
Dovetail's vendor details for procurement, legal, and finance teams, including registered name, ABN, DUNS number, tax forms, and contacts.
## Overview
Use this information when adding Dovetail as a new or existing vendor for your organization. You can also use this as a resource for your legal, finance, or privacy teams if they require further information about us for internal processing.
***
## Organization details
| **Information** | **Value** |
| :------------------------------- | :-------------------------------------------------- |
| Trading name | Dovetail |
| Registered name | Dovetail Research Pty. Ltd. |
| Filing name | Dovetail Research Pty. Ltd. |
| Website | [dovetail.com](http://dovetail.com) |
| Contact name | Dovetail Finance |
| Contact email | [billing@dovetail.com](mailto:billing@dovetail.com) |
| Contact number | +1 (206) 594-6111 |
| Contact address | Level 1, 276 Devonshire Street |
| Suburb | Surry Hills |
| City | Sydney |
| Postal / zip code | 2010 |
| State | NSW |
| Country | Australia |
| Australian Company Number (ACN) | 615 270 025 |
| Australian Business Number (ABN) | 84 615 270 025 |
| Tax number | Use ABN |
| DUNS® number | 74-428-5829 |
| UNSPSC | 81112500 |
***
## Company registration
Company and business registration details can be retrieved from the corporate regulator [Australian Securities and Investments Commission (ASIC)](https://connectonline.asic.gov.au/RegistrySearch/), and the [Australian Business Register (ABR)](https://abr.business.gov.au/).
***
## Form W-8 BEN-E
Form W-8 BEN-E is used by foreign entities to document their status for purposes of chapter 3 and chapter 4, as well as other code provisions.
We have a pre-filled W-8 BEN-E for US-based customers.
Download and our pre-filled and signed W-8 BEN-E form for your records
[here](https://assets.ctfassets.net/8fl1jrx919na/29GcvlvNnxFSxFNFqQfaoU/c49f51f507457fdf7b77456729374099/W8_signed.pdf).
***
## No PE declaration
We do not have any permanent establishment (‘PE’) outside of Australia. If you require a ‘No PE Declaration’ form for tax treaty purposes, please [contact us](https://dovetail.com/help/contact/), and we can send you the relevant form for your country.
# Canvas view
Source: https://docs.dovetail.com/help/projects/canvas-view/index
Cluster highlights on an infinite canvas to find themes, using AI clustering, groups, sticky notes, shapes, and cross-project synthesis.
Available on [Legacy, Professional, and Enterprise plans](https://dovetail.com/pricing/)
**Managers** and **Contributors** with **edit access** can edit and rearrange data on a canvas, while users with viewer access can only view
## Overview
In Projects, the Canvas view gives you a fast and flexible workspace to explore your data and uncover themes. Once your interviews or other materials are broken into highlights, you can visually cluster related pieces to form insights. Collaboration happens in real time, with live updates and visible cursors that show where others are working on the canvas.
***
## Add data to your canvas
You can find and select the data you want to work with on your canvas. You can add up to 3,000 objects per canvas.
* To do this, navigate to the left toolbar and select `Add`.
* Use the reference picker to browse existing project data. You can navigate between **Not on canvas** and All, or use search and filters to find what you need.
* From there, select your data and click `Add to canvas`.
Objects can now also be dragged directly from the toolbar onto the canvas.
Canvas views also support **cross-project synthesis**. Insert references from multiple different projects to synthesize in one place instead of being limited to references within one project. This makes it easier to compare findings, connect related evidence, and synthesize insights across sources.
***
## Select, duplicate, and move objects on your canvas
* **Choose the select tool**: Click on the select tool (mouse pointer icon) in the left-hand menu or press `V` on your keyboard.
* **Select single or multiple objects**: You can select single objects by clicking on them. To select multiple objects simultaneously, click on the canvas background and drag your mouse over the objects you want to select, or hold `Shift` and click on the objects you’d like to select. You can also drag objects onto Canvas.
* **Move objects**: Once you have selected the objects you want to move, click and drag to move them.
* **Duplicate objects**: You can copy and paste objects on your canvas by using keyboard shortcuts `⌘` `C` or `Ctrl` `C` to copy, and `⌘` `V` or `Ctrl` `V` to paste.
***
## Navigate around your canvas
Canvas now uses full-width and full-height layout, giving you more space to work.
### Move around the canvas
* **Using the pan tool**: Click the hand icon, then drag.
* **Keyboard shortcut**: Hold down the `spacebar` and click and drag on your canvas.
* **Using a trackpad**: Scroll with two fingers.
Canvas does have a find feature with **Ctrl+F**, but it may not behave consistently with large datasets.
### Zoom in and out
* **Zoom menu**: In the top right of your canvas, press the Shift + "`+"` and Shift + "`-"` buttons to zoom in and out, or press the current zoom level to select from predefined increments.
* **Keyboard shortcuts:** Use the `+` and `-` keys on your keyboard to zoom in and out.
* **Mouse controls**: Use the scroll or touch scroll on your mouse to zoom in and out.
* **Trackpad controls:** Pinch your fingers together to zoom out and move away from one another to zoom in.
* **Zoom to fit:** use "Shift + 1" or click on the magnifying glass and click on "Zoom to fit"
Note: For performance, text is not rendered when zoomed out beyond 25%.
### Search for data
* **Using the search tool**: Click on the search icon in the top right and enter keywords to locate objects.
* **Keyboard shortcut**: Press `⌘` `F` on Mac or `Ctrl` `F` on Windows to quickly open the search bar.
***
## Group related highlights with AI clustering
Once you have your desired data on your canvas, you can quickly group highlights based on thematic similarities with AI clustering. Clustering is based solely on the content of the highlights, not any tags or note titles.
To do this:
1. Select your objects
2. You’ll see a second toolbar appear at the bottom of your screen
3. Click on the blue Magic shuriken icon
4. Select how you want to cluster: Themes, Tag, or Data From there, your highlights will be placed into groups with automatically generated labels. You can also refine these groups further by selecting groups of data and clicking on the Magic shuriken icon again.
***
## Cross-project synthesis
Canvas views support cross-project synthesis, letting you insert references from multiple projects to synthesize findings in one place. This makes it easier to compare findings, connect related evidence, and synthesize insights across sources.
To try it out, create a canvas view in a project (or open an existing one), click **Add references** in the toolbar, or press **P** to search through references. By default, results are filtered to the current project — remove the filter to see results from all projects.
***
## Organize your canvas with new tools
### Tidy up
Quickly neaten your canvas by snapping selected objects into a clean, ordered layout.
1. Select your objects.
2. In the bottom toolbar, click **Tidy up**.
### Shapes: circle, line, rectangle
All shapes can be inserted by clicking or dragging from the toolbar onto the canvas.
### Focus mode
Hide all toolbars and headers to reduce distractions.
Using the \*\*⌘ +. \*\*keyboard shortcut hides all toolbars and headers.
***
## Define groups on your canvas
You can also manually create groups to combine related content on your canvas.
* To do this, select objects on the canvas, press `Add a group` from the action menu and enter a title for the group.
Groups can be edited, renamed, resized, and moved freely around the canvas.
* To add new objects to a group, drag objects into it, resizing the group if necessary, or place the group itself over objects on the canvas.
You can remove groups from your canvas by selecting them and pressing `backspace/delete` on your keyboard. This will also remove the objects within the group.
***
## Add text to your canvas
You can add additional text to your canvas by adding text boxes.
* To do this, select the `Add text` button in the left-hand menu and click on the canvas to place the text box.
* With this, you can change the text size in the text menu and use the keyboard shortcut `T` to create new text boxes.
***
## Add images to your canvas
You can also add images to your canvas, making it easier to present findings with visual context. To do this:
* Copy and paste an image directly onto the Canvas
* Select the `Add and image`button from the left-hand menu to upload a file from your computer
***
## Work with sticky notes
Sticky notes now show the initials of the creator or last editor, and new notes remember your most recently used color.
To add a sticky note to your canvas, click on "Add sticky note" from the left toolbar or type `S `on your keyboard
## Create and add objects to a doc
When you’ve mapped data into groups, you may want to [create a doc](/help/docs/getting-started-with-docs#generate-a-summary) or add content to an existing doc to share with your team in a report.
* To do this, select objects and press `Add to doc` from the action menu.
* From there, you can search for an existing doc or create a new one to add your objects to.
* To view the doc, you can open this from the pop-up message in the bottom right corner of the screen and customize how your content is displayed.
***
## Create a highlight reel from your canvas
You can also create and download reels directly from your canvas view.
* To do this, select a group or two or more video highlights, navigate to `•••` , click `Download` and select` Video highlight reel`.
* From there, enter a title for your highlight reel, toggle on or off whether to include subtitles, and select `Download`.
***
## Collaborate with your team on canvas
Actions performed by one user apply to everyone viewing the canvas, so if you cluster, move, or remove objects, everyone will have the same experience. Full visibility cursors mean that you can see where everyone is on the canvas at any given time.
### Follow the view of others on canvas
See the canvas from your teammate’s point of view and track their movements by clicking on their **Avatar** in the top right, then follow along while they navigate across the canvas.
***
## Export your canvas
Previously, Canvas offered a “Download as PNG” option, but this feature has been removed. You can now capture your canvas manually.
1. Use **⌘ + .** (Mac) to enter **Focus mode** and hide toolbars and headers.
2. Take a screenshot of your canvas using your device’s standard screenshot method.
3. Share or save the image as needed.
***
## FAQs
Cluster lets you get a quick start on your synthesis by clustering highlights or docs.
If you have nothing selected, Cluster will automatically arrange all of the content within your canvas. You can also select a portion of content and use Cluster to group only the selected content. Clustering can be undone by clicking undo in the toolbar.
### Cluster highlights
* By Tag → Clusters highlights into groups based on the tag or set of tags applied. For example, highlights tagged only with “Pain points” will be grouped together, while highlights tagged with “Pain points” *and* “Charts” will be in a separate group. At the moment, it’s not possible for highlights to appear more than once in a canvas - this is something we’re considering as a future improvement.
* By Note → Highlights that come from “Note A” will be clustered together in a separate group to “Note B”.
* By AI Themes → Clusters highlights into groups based on thematic similarities. See below for more information.
### Cluster docs
* By published status → Groups published docs separately to draft docs.
## Cluster by AI themes
Clustering by AI themes works by looking for thematic similarities in your highlights. This is based solely on the content of your highlights, not the tags or titles. After creating clusters, Dovetail will also generate titles for each group.
After clustering by AI themes, you can use the 'Cluster’ button to try again.
At this time, thematic clustering works best with English. However, the following languages are supported: Spanish, French, Arabic, German, Italian, Dutch, Russian, Ukrainian, Vietnamese, Japanese, Korean, and Simplified Chinese.
We are currently monitoring customer feedback to understand how to improve this feature and the languages we support.
The highlight cards will appear blank when zoomed out beyond 25%. The text will not render until zoomed in at least to 25%.
This change was made to improve Canvas performance.
If a Canvas includes references from other projects, those references will need to be recreated and will not be included when exporting or migrating the project to another workspace.
If you delete the original data from its source project, any highlights created from it will no longer be playable on the canvas, as the source content will be gone. The highlight card may still appear, but it won’t have any content to play back.
Yes. If you move a project between workspaces using the project transfer feature, any canvas references pointing to data in that project will break. Cross-project synthesis relies on the data remaining in its original workspace, so transferring a project will sever those connections.
If you’ve zoomed or panned around your Canvas and can no longer find your way back to your clustered objects, here’s how to get back on track:
1. Use the shortcut: "Shift + 1"
2. Click on the magnifying glass and click on "Zoom to fit"
# Charts
Source: https://docs.dovetail.com/help/projects/charts/index
Visualize highlights and tags in a project with charts, including chart types, metrics, filtering by fields and tags, and exporting an image.
Available on [Legacy, Professional, and Enterprise plans](https://dovetail.com/pricing/)
## Overview
Combine the power of qualitative highlights with a quantitative visualization of your findings using charts. You can access and view chart data per project within a Charts view to understand the highlights and tags surfaced in your notes.
***
## Create a chart for your project
**Managers** and **contributors** can create a chart in a project. As you create new highlights and tags in your project, all charts will be updated. Charts do not show historical data.
* To create a chart, open your project and toggle on **Charts** under `+` in the top right corner of your project.
By default, the chart metric will be **Number of highlights** count. You can choose one of three metrics for your chart:
* **Number of highlights**: This shows the total count of highlights created on notes. For example, if you have 6 notes and added 14 highlights across these, the count would show 14.
* **Notes by tag**: This is very similar to highlights by tag however it will only count a highlight at most once per note. Using the example above, the count would show 6 rather than 14.
* **Word count**: This count shows the total character count per highlight. If your data is customer interview transcripts or user feedback, this metric can be useful to help you get an understanding of how much importance the subject places on this topic.
***
## Change chart type
By default, the chart type displayed will be a **Bar chart**. To change this, select click on `Visualize as` **Bar chart** to view options. Chart types include:
* **Bar chart** - Displays your selected metric as varying horizontal lines.
* **Pie chart** - Displays your selected metric as a proportionally divided circle.
* **Treemap** - Displays your selected metric as proportional rectangles.
* **Radar plot** - Displays your selected metric along a radial axis.
***
## Filter your chart by fields, tags, and text
Slice and dice your chart data by filtering fields or tags to uncover findings from a specific round of research, demographic, and more.
* To do this, click `Add filter`. You can filter your chart by specific data or insight fields, highlight text content, or tags.
* **Filter by data fields** to explore key themes in segments of your data. For example, round of research, date field, or NPS.
* **Filter by a tag** to see commonly co-occurring themes in your tags. For example, pain points, leading causes, or loss causes.
* From there, select `Add filter` to overlay additional filters and **toggle off** to remove them.
***
## Hide tag data
To the right of the chart, you’ll find a **tag list** organized by **tag groups**. By default, your chart will show relevant data for all tags and have **Select all** tags checked. You can hide specific tags from your chart data.
* To do hide specific groups or individual tags click the **Expand icon** next to a tag group select or deselect individual groups or tags via the checkbox beside it.
***
## Export a chart image
Once you have configured the chart as you would like you can export it as a `.jpeg` to add to your presentations or share it with stakeholders by selecting the `Download` button in the top right corner of the page.
# Data and doc fields
Source: https://docs.dovetail.com/help/projects/data-and-docs-fields/index
Add metadata fields to data and docs inside a project so you can sort, filter, and categorize consistently.
## Overview
Fields are metadata that help you consistently structure and visualize project data - like spreadsheet headers. They live on your Dovetail **data** and **project Docs** to help build on the sort and filter experience across your workspace.
**Managers** and **Contributors** can use data fields to capture information like research method, interview date, usability testing scores, segment, and Net Promoter Score. With Doc fields, you can capture information such as product area, team, key themes, confidence level, and the criticality of your findings.
This page covers fields inside a single project. To create global fields that apply across every project, see [Workspace fields](/help/workspace-fields).
***
## How data fields work
When you add a new field to a data object, it will also be added to all other data objects in that project. This will allow you to capture information consistently across your data and easily filter, sort, and locate your data.
Fields are located within the **data sidebar** and can be opened by pressing the field icon.
* To add a new field, click `+ New field`, set a title, and select a field type from the dropdown list.
* When a data object is **editable**, you can update field titles or values by simply clicking on the field itself.
* To rearrange the order of your fields, you can use **drag and drop** in the sidebar.
***
## How Doc fields work
Workspace-level docs do not currently support fields. If you need to add fields to a doc, please move the doc into a **project**.
When you add a new field to a Doc, it will also be added to all other Docs in that project. This will allow you to capture information consistently across your data and easily filter, sort, and locate your data.
* To add a field to your Doc, open a Doc and click `+ New field`. Then, you can set a title and select a field type.
***
## Field types
We currently support the following field types in **data** and \*\*Docs \*\*(only at the project-level):
| Field type | Description |
| :------------ | :--------------------------------------------------- |
| Text | Any text characters, up to a maximum of 300 |
| Number | Any positive or negative integer |
| Date | Any date in the format YYYY-MM-DD |
| Checkbox | A toggle switch for true / false |
| URL | Any valid website link or URL |
| Single-select | Assign one option from a list of up to 200 |
| Multi-select | Assign up to 100 options from a list of up to 200 |
| Contact | Reference people from your Contacts database |
| Email | Any valid email address |
| Phone | Any valid phone number |
| NPS | Any number from 0-10 on the Net Promoter Score scale |
***
## Working with single and multi-select fields
Select fields help standardize how data is categorized by limiting field values to a curated list to select from.
**Single-select** fields are limited to displaying one value from the list, while **multi-select** fields allow up to 100 values for a given data or Doc. When creating a single or multi-select field, you can create a list of values for your data or Docs to use along with this.
* To do this, open your data or Docs, click `Fields`, and select `+ New Field`**.**
* From there, select the field type (single or multi), add a field title, and enter values in the text box. All values submitted in the text box of a field will automatically populate and save a list of values for you to use in the field.
***
## Create and update field data in bulk
You can update many fields quickly by editing field properties in bulk from any data or Docs view.
* To do this, select your data or Doc, click `••• `in the pop-up menu, and select `Edit field`.
* From there, choose the field you wish to edit along with the field property. Once complete, this will apply updates to all data objects or Docs selected.
***
## Change field type for existing field
You may decide to change the type of an existing field, such as a text field to a single or multi-select field.
* To do this in your data object or Doc, click on the field title, hover over the field type, and select the new field type.
When converting **to a select field** (single or multi), all existing text is treated as a list of values. For multi-select, commas create separate values in the list. Remember that single and multi-select fields have a maximum number of values allowed per field.
When converting **a multi-select field to a text field**, the options for each multi-select field will be converted to a comma-separated list, and select fields will be converted straight to text. This will not result in any data loss.
***
## Edit, delete, and manage project fields
Project fields are scoped to a single project — any changes you make apply across all data or Docs within that project instantly.
#### Edit a project-level field
To edit a field title or type, open a data object or Doc and click on the field title in the sidebar. From there, you can rename it or hover over the field type to switch it to a new type.
To update field values in bulk, select your data or Docs, click `•••` in the pop-up menu, and select **Edit field**. Choose the field and property you want to update — changes will apply to all selected items at once.
#### Delete a project-level field
To delete a project field, navigate to the data sidebar, open the field, and select **Delete**. Deleting a field removes it and its values from all data objects or Docs in the project.
**Note:** Deletion is permanent at the project level. If you’re working with workspace fields, deleted fields are sent to the workspace trash and can be restored within 30 days.
#### Manage project-level fields
To add or update select field values, open the field directly from a data object or Doc and edit the values inline.
***
## Workspace fields
Fields created inside a project stay in that project. To define a set of fields once and reuse them across every project — so data can be grouped, searched, and filtered workspace-wide — see [Workspace fields](/help/workspace-fields).
# Data summaries
Source: https://docs.dovetail.com/help/projects/data-summaries/index
Generate AI summaries of calls, interviews, and documents in a project, choose a summary framework, change the language, and check citations.
## Who can use this
Anyone with edit access to a Project can generate a summary. Advanced summary templates are available on paid plans. Summary translation is available on the Enterprise plan.
## Overview
Save time identifying key themes in calls, interviews, and documents with data summaries, powered by the latest version of Claude. When importing files into a project, we can automatically generate a summary of all text content to your preferred structure.
***
## Before you begin
* Edit access to the Project containing the note or data object
* Enough content in the note to summarize
* The note isn’t in read-only mode
* Advanced summary frameworks require a paid plan. Please review the table below.
* Translation requires an Enterprise plan
***
## Generate a summary
1. Open the note or data object in your Project.
2. Click the **Summary** tab in the right sidebar.
3. Click **Summarize**. Dovetail uses **By topics** by default.
4. To try a different template, open the template dropdown at the top of the summary, choose a template, and click **Regenerate**.
Summarization runs in the background, so you can navigate away or close the tab — the summary is added once it’s ready.
### Available summary frameworks
There are different frameworks that you can select from to tailor your data summary output.
| Template | Description |
| :-------------------- | :----------------------------------------------------------------------------------------------------------------- |
| **Chronological** | Summarize conversations and data in chronological order. Only shown when the note contains a transcript. |
| **Summary** | Capture the key takeaways from the call, doc, or survey response. |
| **By topics** | Summarize insights by themes to spotlight patterns in needs, pains, and actions. Default template. |
| **Customer call** | Turn open-ended conversations into actionable insights. Paid plans only. |
| **Usability test** | Structure insights around key questions or tasks, backing each with evidence. Paid plans only. |
| **Jobs-to-be-Done** | Extract core Jobs-to-be-Done, filtering out feature requests to focus on underlying needs. Paid plans only. |
| **Sales (SPICED)** | Uncover the buyer’s context, challenges, impact, and decision-making process. Paid plans only. |
| **Sales (MEDDIC)** | Qualify opportunities with MEDDIC: metrics, buyer, criteria, process, pain, and champion. Paid plans only. |
| **Sales (SPIN)** | Map situation, problems, implications, and need-payoff using SPIN methodology. Paid plans only. |
| **Follow up email** | Draft a personalized follow-up email with key takeaways, value proposition, and clear next steps. Paid plans only. |
| **Account health** | Extract value realized, blockers, expansion opportunities, and next steps. Paid plans only. |
| **Churn risk report** | Evaluate sentiment, unresolved issues, competitor mentions, and churn red flags. Paid plans only. |
| **AEIOU observation** | Summarize observations using the AEIOU ethnographic framework. Paid plans only. |
| **IMRAD report** | Summarize documents using the scientific IMRAD structure. Paid plans only. |
### Review and act on a summary
Each summary card has action buttons for **Share**, **Feedback**, **Copy text**, and **Regenerate**. Individual paragraphs offer **Edit summary**, **Copy text**, and **Delete** from their overflow menu.
### Citations
Summaries reference the passages they were generated from:
* For notes and transcripts, clicking a citation number scrolls to the quoted passage in the source content.
* For audio and video files that have a transcript, the summary is broken into timestamped sections. Click a section to jump to that point in the recording.
When summarizing documents such as PDFs, citations behave differently than they do for calls, transcripts, or notes.
* Clicking a citation from a document won’t reliably scroll you to the quote in the document.
* Hovering over the citation instead shows a tooltip preview of the quoted text.
***
## Change the summary language
You can translate any data summary from one language to another. You need edit access to the Project, and the note can’t be in read-only mode.
1. In the **Summary** tab, click **Change language** in the summary header.
2. Choose a language from the list.
Changing the language re-summarizes the note and saves the new summary for everyone with access to the Project — it isn’t a per-viewer setting.
***
## Auto-generate summaries when importing files
You can set a default template on a Project so that Dovetail automatically summarizes each file as it’s imported.
1. Open your project.
2. Click the **••• (more options)** menu in the top-right corner.
3. Select **Automation**.
From here, you can configure: **Summary framework**.
New files added to the Project after the automation is enabled are summarized automatically in the background.
***
## Troubleshooting
**The Summarize button is disabled.** The Summary tab shows a specific reason for each case:
* **Viewers cannot generate summaries** — you’re on the Viewer role in this workspace. Ask a Workspace admin to change your role.
* **You don’t have edit permissions in this project** — ask a Project admin or the owner to grant you edit access.
* **Not enough content to summarize** — the note doesn’t have enough text yet. Add more content and try again.
* **Summarization is disabled for this workspace** — a Workspace admin has turned off summarization for the workspace.
**Some summary frameworks aren’t showing up in the dropdown.** The advanced groups (Product design, Sales, Customer success, Academic) are only available on paid plans. **Chronological** only appears when the note contains a transcript.
**Change language isn’t available.** Translation requires an Enterprise plan.
**Summarizing a PDF returns an error.** When you import a PDF, Dovetail needs to finish processing the file before a summary can be generated. If you click **Summarize** before processing is complete, you may see an error. Wait for the toast confirming the file has been processed, then click **Summarize**.
**The summary hasn’t appeared yet.** Summarization runs in the background. Refresh the note after a few moments — you don’t need to keep the tab open.
***
## FAQs
Data summaries are generated by the latest Claude model from Anthropic.
Custom summary templates aren’t currently available for data summaries. Enterprise workspaces can add **Custom context** under **Settings > Custom context**, but that guides Chat, AI Agents, and Ask Dovetail — it doesn’t add a template to the summary picker.
Yes. Open the overflow menu on a summary paragraph and choose **Edit summary**. You can also delete a paragraph from the same menu.
No — the summary you see is a snapshot. Click **Regenerate** on the summary card to produce a new one from the current content.
No. **Change language** only re-summarizes and translates the summary itself. Transcript translation is a separate feature in the transcript panel.
You can translate summaries into any of the 70+ languages Dovetail supports for transcription and translation.
# Project docs
Source: https://docs.dovetail.com/help/projects/docs/index
How docs work inside a project — creating one from your highlights, referencing project data, and keeping those references current.
**Managers** and **Contributors** can create and edit docs. Users with view-only access can view and comment on them.
## Overview
A doc is where you summarize and share findings, connected directly to the raw data behind them. This page covers what’s specific to docs created inside a **project** — building one from your analysis, and referencing project data.
For everything else — creating docs anywhere in the workspace, editing and formatting, sharing, presenting, and metrics — see the [Docs](/help/docs/getting-started-with-docs) section.
Create a doc from a project, channel, folder, or chat.
Formatting, cover images, @ mentions, captions, and version history.
Permissions, present mode, moving docs, and doc metrics.
Prompts for generating reports from your data.
***
## Create a doc from your analysis
Inside a project you can build a doc straight from the work you’ve already done, rather than starting from a blank page.
* Select `+` and toggle `Doc` on, then select `Create a doc`.
* Choose how to start: ask a question or write a custom prompt in chat, or pick a predefined framework like Voice of Customer, Research Report, or PRD.
You can also start from the highlights you’ve already captured. On your project’s `Highlights` page, select the highlights you want, click `Add to doc`, then give the new doc a title.
***
## Reference project data
Add data from across your workspace using the reference picker.
* Open your doc and type `/` within the editor to see the available options.
* Select `References`. Search and filter by object type — highlights, tags, data, and more — then select or drag them into your doc.
* Toggle the content you want each reference to display.
By default, references don’t show project name and creator information. Dovetail remembers your preference for each reference you add after that.
***
## Keep references current
When you add project data to a doc — data, highlights, tags, or other docs — Dovetail creates a snapshot of that content at the moment you add it. The reference doesn’t change on its own if the original is later edited or deleted.
To update a single reference:
1. Make sure you have **Manager** or **Contributor** access, with **Can edit** permission on the project.
2. Open the doc containing the reference.
3. Hover over the reference and click **Update reference (↻)**.
The reference refreshes to the most recent version of the original object.
### Update all references
1. Open the doc.
2. Click the **••• (More actions)** menu in the top-right corner.
3. Select **Update all**.
Every eligible reference in the doc refreshes to its latest version.
### Deleted references
If the original object is deleted, the reference stays visible in the doc with an alert showing that the underlying object no longer exists.
### Dynamic references
Some blocks, such as search blocks and other dynamic feeds, are live rather than snapshots. They update automatically and always show the latest content.
***
## Categorize project docs with fields
Fields store structured information about a doc, helping teams categorize findings and find prior research. See [Data and docs fields](/help/projects/data-and-docs-fields) for how to set them up.
Fields are available on project docs only. If you’re working in a workspace doc, move it into a project to add fields.
When a doc is uneditable, empty fields are hidden, making it cleaner for your team to read.
***
## Share outside your workspace
You can share project docs with people who don’t have Dovetail access by enabling web links on the project. See [Web links](/help/web-links) for how public access works and how to turn it off.
# Download project data
Source: https://docs.dovetail.com/help/projects/download-project-data/index
Export videos, highlight reels, transcripts, spreadsheets, and PDFs from a project, or move a whole project to another workspace.
***
## Download videos and highlights
You can download a single video, highlight video, or highlight reel from a project to share in other tools. This will export in a .mp4 format.
**To download a video**: hover over your video and click `••• ,`navigate to the bottom right corner of the video player, and click `Download.`
**To download a single highlight video**: open the data and click onto the highlighted text within the transcript. Click `•••` and select `Download`. This will create an export file for you to download onto your device.
**To download a highlight reel** that has been created within a Doc or tag: open your Doc, navigate to the bottom right corner of the video player, and select `Download`.
This will automatically stitch together all clips in the reel and export them into a single video or audio file.
Please note it can take time to prepare your video. Progress is shown in the bottom right of the screen, and we’ll email you when your video is ready to download.
***
## Download a transcript
You can download a transcript from a video or audio file as a VTT file.
* To do this, open your data containing the transcript that you’d like to download and select `···` at the top of the transcript.
* From there, select `Download transcript`.
***
## Download project data as a spreadsheet
You can download a spreadsheet of your raw data, highlights, tags, and Docs for your entire project. Each spreadsheet contains a number of columns in the CSV format, and can be opened with Apple Numbers, Google Sheets, Microsoft Excel, or other spreadsheet software.
* To do this, open your project and navigate to `•••` in the top right corner.
* From there, navigate to the object type you wish to download as a single CSV file and press `Download`.
If you select data and Docs, the spreadsheet includes text content added to these, any fields created, the date the object was last modified, and the URL of the object in your Dovetail workspace.
Spreadsheet export does not preserve formatting, layout, highlights, and tags. You can download a PDF of each note to maintain formatting.
***
## Export all content in a project to transfer to another workspace
This export is intended for moving projects between workspaces
**Managers** and **Contributors** can export entire projects as an encrypted **.dovetailproject** file.
The file is encrypted and cannot be opened or read outside of Dovetail — it may appear as a binary file on your device, which is expected behavior. The export is designed to be securely re-imported back into your Dovetail workspace to restore the project data.
* To bulk export multiple projects at once, navigate to `Home` or to `Projects`, then select the projects or folders you wish to export. Once selected, click on `•••` and select `Export` from the bulk action menu at the bottom of the page.
* To export a single project, use the same steps as above, selecting only one project, or navigate to the project’s settings menu `•••` in the top right corner, click `Export`, navigate to `Export entire project`**,** and select `Download`.
Once the export has been prepared, click the `Download` button in the prompt to download the file to your device, then prepare to import it into a separate Dovetail workspace.
#### What data is included in the export?
| Data (Notes) | Docs | Tags | Fields |
| :----------------------------------------------------------------------------------------------- | :------------------------ | :--------------- | :----------- |
| Files[1](https://dovetail.com/help/projects/download-project-data/#user-content-fn-1) | Tag groups | Tag boards | Field groups |
| Project views | Project field preferences | Project metadata | |
Please note:
* Any URLs found in your project data are only valid for 3 days from the day you exported your project. If they expire, you’ll need to re-export the project.
* This export does not include any comments added to data within projects.
* Channels data will not be included in the export. This includes data points uploaded to channels, themes generated in channels, and summaries generated on themes.
* Our export format is constantly evolving and subject to change. Please keep this in mind when using these exports in your own tooling. Revisit this document and your export files to see the latest changes.
***
## Download raw Data or Docs as a PDF
Individual notes can be downloaded as a PDF, which is the only semi-standard format that preserves selectable text along with formatting, layout, embedded images and files, and highlights. The quality of the PDF export will vary between browsers.
* To download a PDF version of your data:
* To do this, open the data and click "...", click on Open as Full page.
* From there, click `···` in the top right and select `Print` and save as PDF.
You can download a single Doc as a PDF to help preserve selectable text along with formatting, layout, and highlights.
* To do this, open the Doc and click "...", click on Open as Full page.
* From there, click `···` in the top-right corner, then select `Print` and `Save as PDF`.
***
## Troubleshoot PDF export
We rely on the browser’s print feature to create the PDF. Every browser does this a bit differently, so you may have mixed results depending on your browser.
We recommend exporting your notes and Docs to PDF using Google Chrome, as it seems to produce the best output.
Remember to open the note or Doc **as a page** before printing. Otherwise, the text outside of the modal dialog will get cut off.
We’re aware of an issue where some tags don’t appear in the sidebar when exporting long notes to PDF, and are investigating possible solutions.
***
## FAQs
Project export files are encrypted for security and are only supported for re-import into Dovetail. To access the contents, you must re-import the file into Dovetail. We recommend re-importing within 3 days, as media file links expire after 3 days.
Dovetail does not currently offer a single export option designed for bulk data extraction in a fully readable format outside of the platform.
Project exports (`.dovetailproject` files) are encrypted and intended for:
* Re-importing projects into Dovetail
They are not designed to be opened or processed externally.
Dovetail does not offer a single one-click option to export all workspace data at once. However, we do support several standard, formats for exporting data outside of Dovetail:
**In-app exports:**
* **CSV** — for highlights, tags, docs, and raw data (compatible with Excel, Google Sheets, etc.)
* **PDF** — for individual notes and docs
* **VTT** — for transcripts
* **MP4** — for video and audio highlights
**Via API** ([developers.dovetail.com](http://developers.dovetail.com)):
* **HTML and Markdown** — for document content export
Note that `.dovetailproject` files are encrypted and intended only for re-importing projects into Dovetail — they are not designed to be opened or processed externally.
Some teams choose to use the Dovetail API as a workaround to programmatically retrieve data. However, there are a few important caveats:
* The API is primarily designed for **bringing data into Dovetail**, not bulk exporting it
* There is **no dedicated bulk export endpoint**
* You may need to query multiple endpoints and stitch data together manually
* Our team isn’t able to provide support for building or maintaining custom API export workflows
* If you choose to use the API, this would be considered a custom solution managed by your team
You can explore the developer documentation here: [https://developers.dovetail.com/docs/introduction](https://developers.dovetail.com/docs/introduction)
The `.dovetailproject` format is one of several export options, designed for full project migration between Dovetail workspaces.
Additional export options include:
**In-app exports:**
* **CSV** — for highlights, tags, docs, and raw data (compatible with Excel, Google Sheets, etc.)
* **PDF** — for individual notes and docs
* **VTT** — for transcripts
* **MP4** — for video and audio highlights **Via API** ([developers.dovetail.com](http://developers.dovetail.com)):
* **HTML and Markdown** — for document content export
These are all standard, commonly used formats that are fully usable outside Dovetail.
# Edit and format
Source: https://docs.dovetail.com/help/projects/edit-and-format/index
Use the Dovetail editor to format data and docs, with slash commands, text styles, cards, layouts, tables, toggles, and keyboard shortcuts.
Available on all [**Free, Professional, and Enterprise plans**](https://dovetail.com/pricing/)
Managers and Contributors with edit access
## Overview
In Dovetail, the editor experience differs from common text-only document tools. It is purpose-built to make it quick and easy for you to edit raw [data](https://dovetail.com/help/projects/import-data-to-projects/) and craft digestible [docs](/help/projects/docs) in your projects.
***
## Navigating data sidebar
When opening your data in a project, you’ll see the main content body, the editor toolbar at the top, and a sidebar with icons to the right. In the sidebar, this is where you’ll find and quickly navigate to your note’s AI summary, highlights, tags, fields, and comments.
You can also collapse the sidebar from view. To do this, hover over the border and click the arrow to `Hide sidebar`. The sidebar can be re-opened at any time with the same action.
***
## Editor slash commands
If you are starting from a blank page, editing a transcript, or crafting a new doc, you can type `/` within the editor to see all available formatting and structure options that you can drag and drop with `⋮⋮` anywhere on your page.
***
## Headings and text styling
Data and docs are equipped with all the text styling features you’ve come to expect from any word processor. Type `/` within the editor to view a list of options including:
* Paragraph: Just your regular old plain text!
* Heading 1: The largest heading, can add with shortcut /h1.
* Heading 2: The medium-sized heading, can add with shortcut /h2.
* Heading 3: The smallest heading, can add with shortcut /h3.
* Numbered list: Generates the next number.
* Bulleted list: Bullets.
* Quote: Creates larger text to break quotes out from the rest of your doc.
***
## Add cards, layouts and dividers
Ease stakeholders through your findings by crafting how text and data is displayed. Type `/` within the editor to view a list of styling options including:
* Templates: Start creating your doc from a template.
* Layout: Arrange content in visually appealing ways and group related references into 2 or 3-column layouts.
* Card: Useful for surfacing specific text within your doc.
* Divider: Break up content and create distinct sections.
You can remove a format or structure block at any time. To do this, click the `⋮⋮` icon next to the section you want to remove and select `Delete`
Notes also support some Markdown-inspired quick actions to insert headings and format text inline. For example, ### followed by a space will insert a **Heading 3.**
***
## Add a table of contents
Help readers quickly skim content and jump to any section within a long doc or data page by adding a table of contents. A table of contents can be added anywhere in the editor to display a clickable list of page headings (Heading 1, Heading 2, Heading 3). Click any heading to navigate directly to that section on the page.
* To add a table of contents, type / anywhere in the editor and select **Table of contents**.
It is also draggable, meaning it can be moved around the page and updated to automatically reflect all headings.
***
## Add a toggle section
Organize lengthy content and reduce visual clutter by collapsing sections into toggles. This is useful for hiding supplementary detail, raw quotes, or reference material that readers can expand on demand.
* To add a toggle, click into the editor, type `/`, and select `Toggle section`
* Click the toggle’s arrow to expand or collapse the section. Content inside remains fully editable whether the toggle is open or closed
* You can nest other blocks, such as text, bullet lists, or images, inside a toggle by placing your cursor within the expanded toggle and continuing to edit as normal.
* To remove a toggle, click the `⋮⋮` icon next to it and select `Delete`. Any content inside will also be removed.
***
## Add a code block
Display code snippets, scripts, or technical reference material in a fixed-width, syntax-aware block that’s easy to read and copy.
* To add a code block, place your cursor in the editor, open the formatting dropdown in the toolbar, and select `Code block`
* Paste or type your code directly into the block. The block preserves whitespace and line breaks exactly as entered.
* To remove a code block, click the `⋮⋮` icon next to the block and select `Delete`
***
## Find and replace
If there is a specific word or phrase that is incorrectly identified throughout the transcript, you can use `Find and replace` to update this in bulk across the note.
**Find and replace matches whole words only**
\
Our find and replace feature only supports replacing whole words, not individual characters. This is to prevent accidental changes to words. To ensure accuracy, we only match whole words and avoid matches that cross word boundaries. For example, searching for "break" won’t match the "break" in "breakfast".
***
## Add, modify, and remove question blocks
Question blocks are typically created when importing a CSV of survey data, however, you can add these manually to a data object in a project.
* To do this, click into the main editor, type `/` , and select `Question block`.
* From there, you can enter a question title as well as an answer in the section below.
You can edit text and remove a question block from a data page at any time. To remove this, click on `⋮⋮` to select your block and press `Delete` or `Backspace` on your keyboard to remove this.
***
## Add, modify, and remove tables
Inline tables can be inserted by typing `/` within the editor and typing or selecting `Table`.
You can also add a **Row** or **Column Header** as well as delete rows, columns and the whole table itself. To do this, click on the table and use `Delete` or `Backspace` on your keyboard to remove.
***
## Keyboard shortcuts
You can edit transcripts and other text content in data and docs by placing your cursor where you want to make changes and entering updated content. Most text formatting options also have an equivalent keyboard shortcut.
* To view available shortcuts, open your data or doc, click `···` in the top right then click `Shortcuts`.
# Highlight reels
Source: https://docs.dovetail.com/help/projects/highlight-reels/index
Stitch video and audio highlights into a shareable reel inside a doc, then rearrange the clips and download the finished reel.
## Overview
Reels stitch together important moments surfaced in your customer interview, usability tests, and sales calls. Reels are a compelling way to present your raw data in a digestible and shareable format.
***
## Create a highlight reel
Reels can be created as a reference within a **doc**. These reels can include highlights from any project within your workspace.
* To do this, make sure "Editable" is toggled "On", type `/` within the editor, and select `Reel`. From there, you can select video or audio highlights to include in the reel.
* If a selection of highlight references have already been added to your doc as a layout, you can convert this into a reel by clicking on the layout and selecting `Add to reel`.
Reels only support highlights that have audio or video. Text highlights that are added to reels won’t appear.
You can add individual highlights to a reel at any time within a doc.
* To do this, open your doc and navigate to the bottom bar of the reel editor.
* From there, click `+` to select your highlights, then `Insert references`. This will add all selected highlights to your reel.
* You can also select and drag highlights directly into the reel.
***
## Arrange highlights in your reel
If you would like your reel to play through highlight clips in a specific order, you can re-arrange these in the editor bar.
* To do this, navigate to the reel editor and click on the highlight you wish to move.
* From there, you can drag and drop the highlight to place it in a different position in the reel. This will automatically save the new order of clips in the reel.
***
## View a highlight reel in tags
In a project, reels can also be found under individual tags. These reels are automatically created and capture highlights grouped under a single tag.
* To view a reel for a specific tag in your project, navigate to `Tags` and select your tag.
* From there, you will be able to see a reel that has stitched together any video or audio highlights labeled with your tag.
***
## Download a reel
You can download any video or audio highlight reel to share with your team in other tools for presentations, reports, or papers. This will export in a .mp4 format.
* To do this, navigate to the bottom right corner of the video player and select `Download`.
* This will automatically stitch together all clips in the reel and export them into a single video or audio file.
***
## FAQs
You can download a maximum of 100 highlights in a highlight reel. Subtitles will not be included in the download even if they are enabled in the video player.
# Highlights
Source: https://docs.dovetail.com/help/projects/highlights/index
Highlight key moments in transcripts and documents to create searchable clips, then group them under tags, share them, and skip silence.
Highlights and tags are available on all [Free, Professional, and Enterprise plans.](https://dovetail.com/pricing/) However, creating custom tags is only available on Professional and Enterprise plans.
\
Managers and Contributors can create highlights and tags.
## Overview
The power of Dovetail lies in highlighting and breaking down key information in text, documents, or video transcripts. These highlights can be grouped under tags, embedded, and shared in docs to connect your findings back to the raw data collected.
Highlights made in transcripts from video and audio content create individual, searchable clips. These clips are a powerful way to share stories about your research and bring your customers into the room.
***
## Create highlights for important moments
You can surface information in your data by highlighting text in data added to a project. This could be text in transcripts created from a customer call or documents like industry reviews, presentations, or academic papers. There are two ways to create highlights in your data:
* To create a highlight, select a section of text in your data and select `Highlight` from the action menu.
If you’re a power user, you can quickly create highlights by selecting a section of text and then pressing **Tab** on your keyboard to cycle through the action menu.
With AI highlight, Dovetail will automatically highlight your data content.
* To do this, simply open the highlights tab in the data sidebar and press `Suggest`.
* Next, `approve` or `reject` suggested highlights. When hovering over the accept button, you’ll also see a generated reason why the suggestion was made.
If you use tags for your analysis, AI will automatically link any highlights created to your existing project tags. Over time, as the tag is applied to more highlights, it will become more accurate in recognizing when to apply it. [**Learn more about tags →**](/help/workspace-tags)
To turn off suggested highlights within a project, open your project.
* Click the **••• (more options)** menu in the top-right corner.
* Select **Automation**.
* Under **Highlight key moments**, choose one of the following options:
* **On** — AI will automatically highlight key moments in your data.
* **Suggest** — AI will suggest highlights for you to approve.
* **Off** — AI highlighting is disabled.
At this time, we do not support AI highlights for document analysis.
***
## View all highlights within data
You can quickly view all highlights within data from the **data sidebar** . Simply open the highlights tab by pressing the highlight icon on the right-hand side of your data. Here, you’ll see all highlights in the order that they appear on your data.
Clicking on a highlight in the data sidebar will scroll to the relevant section of the Data content.
***
## Resize your highlights
You can adjust the start or end position of your highlights by clicking on the highlight and moving drag handles.
At this time, **highlights in a document cannot be resized once they’re created**. If you need to make any changes, you must remove the highlight and create it again.
***
## Watch a highlights only video
Once you’ve started creating highlights on data with video or audio files, you’ll see a new tab appear above the video/audio player at the top of your data titled **Highlights only**. Navigating to this tab will present you with a condensed version of your video/audio that contains only the highlighted sections.
You can also download and share this video to others. To do this, select `Download` from within the video player.
***
## Share a highlight
You can quickly share a highlight with your team while reviewing your data.
* To do this, click on your highlight and select `Share`.
* From there, select `Copy link to highlight` and paste this link in [Slack](/integrations/slack), [Teams](/integrations/microsoft-teams), [Notion](/integrations/notion), or [other available tools](/integrations/home) for others to preview the highlighted content.
***
## Group highlights under a tag
[Tags](/help/workspace-tags) help you group related highlights together. A single highlight can have one or many tags associated with it, and a single tag can have many highlights associated with it.
Tags can be created from two places:
* **Within data:** Drag over a section of text within your data, and select `Tag` from the action menu. From there, you can create a new tag to group your highlight under.
* **On a tag board:** By opening a tag board, you can create a new tag by selecting `+ New tag` from any group within the board.
[Learn more about using tags in your projects →](https://docs.dovetail.com/help/projects/project-tags)
***
## Highlight silence within video and audio transcripts
You can highlight moments of silence within video and audio transcripts, helping you identify meaningful non-verbal moments. Periods of silence can indicate when participants are confused, thinking deeply, struggling to complete a task, or reacting to something unexpected.
By using the highlight silence feature, you can quickly identify important points in interviews, usability tests, or observational research where participant behavior reveals friction or uncertainty that may not appear in spoken responses, helping you make meaningful improvements to the experience of your products.
Silence detection is particularly valuable for:
* **Usability testing** — identifying where users hesitate or struggle
* **Gameplay research** — observing moments of focus or confusion
* **Observational research** — capturing behavior without verbal explanation
* **User interviews** — identifying pauses before participants respond
***
## Enabling highlight silence
You can enable silence detection directly from the transcript view.
1. Open a transcript
2. Open `Transcript options`
3. Select `Detect silence`
4. Choose `Maximum interval`
***
## Adjust the silence interval
You can adjust the **silence interval** to control how long a pause must be before it appears as a separate line in the transcript.
When a pause exceeds your selected threshold, it will be split out as its own line, making it easier to identify and review moments of silence.
For example, you might choose:
* **10 seconds** to capture shorter pauses or hesitation
* **30 seconds** to highlight more meaningful gaps in conversation or product usage
* **1 minute** to surface longer periods of inactivity or task completion
Adjusting the threshold helps you control how granular silence detection is, depending on the type of research you’re conducting.
***
## Create highlights, tags and reels from silent moments
After silence has been detected, you can convert these moments into **highlights**.
1. Navigate to a detected silence moment in the transcript. This will be displayed on a separate line as `No audio` within the transcript
2. Manually change the text from `No audio` to your desired annotation
3. Create a **highlight**, or add a **tag or comment**
Highlighting silence also enables you to include these moments in **highlight reels**, helping you tell a more complete story of the user experience when presenting findings to stakeholders.
***
## Create highlights via API
Developers can also create transcript highlights programmatically using the API. See the [API reference](https://developers.dovetail.com/reference/post_v1-highlights)
***
## FAQs
There may be a few reasons for this!
1. Your data may be locked from editing. The ability to edit your data can be toggled on/off in the top right corner of the data page.
2. You may not have the right workspace role. Reach out to your workspace’s admin to update your access to Manager or Contributor to edit project work in the workspace.
3. You may not have the right project access to edit the project. Check the project’s Share settings to review your access and reach out to someone with Full access to update your access.
At this time, AI highlights will only suggest highlights on transcripts and text. You will not be able to suggest highlights on file documents such Word or PDFs.
# Import data to projects
Source: https://docs.dovetail.com/help/projects/import-data-to-projects/index
Bring video, audio, documents, notes, and survey spreadsheets into a project, including bulk imports and automatic imports through Zapier.
Available on all [**Free, Professional, and Enterprise plans**](https://dovetail.com/pricing/)
Managers and Contributors with edit access
## Overview
Text, audio, video, and documents can be imported into projects for you to analyze, and transform common themes into docs. These include:
* **Raw notes** taken during a customer interview.
* **Video or** **audio** from interviews, usability test, sales call, or product demo.
* **Survey responses** imported via a spreadsheet.
By housing data in projects, you can capture key moments by highlighting and tagging this content. For example, any video or audio file imported into a project can be transcribed by an advanced AI-powered speech engine. From there, you can create highlights that turn your raw recordings into tagged, searchable audio and video clips.
***
## What data can be imported into a project?
**Managers** and **Contributors** can import data into a project using the file picker, or using one of our integrations including Google Drive, Zoom, or OneDrive.
We currently support the following file types for projects:
* **Video and audio files**: [Zoom cloud recordings](/integrations/zoom), [Google Meet recordings](/integrations/google-drive), [Teams cloud recordings](/integrations/microsoft-teams)
* **Documents**: PDFs (.pdf), Microsoft Word documents (.docx), Microsoft Powerpoint files (.pptx), Keynote presentations (.key), Apple Pages (.pages), [Google cloud documents](/integrations/google-drive) (sheet, slide or drawing), [OneDrive documents](/integrations/microsoft-onedrive) (PDF, Word documents, Excel sheets and Powerpoint)
When importing any file type, you can select one or many files at a time. When importing files in bulk, these will be housed as individual data points in the same project.
***
## Import video or audio files
The most common type of data imported into project are video and audio files. You can import video or audio files into a project in one of three ways – directly from your computer, selecting your files via an available integration, or by setting up a calendar sync to import recordings automatically from events.
* To import your data, select `Import` or `+` in the top right of the screen in your project.
* From there, select your files from Google Drive, Zoom, OneDrive, or your computer.
To automatically import video recordings using our calendar integrations, you can set up a calendar sync with [Google Calendar](/integrations/google-calendar) or [Outlook Calendar](/integrations/microsoft-outlook-calendar). We currently support importing Zoom or Teams cloud recordings with the below combinations:
* [Zoom](/integrations/zoom) with [Google Calendar](/integrations/google-calendar) or [Outlook Calendar](/integrations/microsoft-outlook-calendar)
* [Teams](/integrations/microsoft-teams) with [Outlook Calendar](/integrations/microsoft-outlook-calendar)
Once set up, recordings will be automatically added to your project once the live event has completed.
***
## Import presentations and documents
Any document brought into Projects is powered by Optical Character Recognition (OCR) to help transform them into machine-readable content that can be instantly summarized and surfaced in search alongside workspace data.
We currently support PDFs (.pdf), Microsoft Word documents (.docx), Microsoft Powerpoint files (.pptx), Keynote presentations (.key), Apple Pages (.pages), [Google cloud documents](/integrations/google-drive) (sheet, slide or drawing), [OneDrive documents](/integrations/microsoft-onedrive) (PDF, Word documents, Excel sheets and Powerpoint).
* To import your document, select `Import` or `+` in the top right of your project.
* Once imported, your document will live as a standalone object in your project. From there, you can change the preview within your note to display: Full document, Single page or Card.
Note: preview won’t be available for other filetypes, e.g. zip files
***
## Import survey data from a spreadsheet
You can import survey response data from a CSV spreadsheet for deeper analysis alongside your customer calls. In a project, you can view each participant’s completed survey structured on a single page, with a breakdown of each question and answer they have submitted.
There is a 5,000 row limit on imported CSV files.
The file should be **UTF-8 encoded Comma Separated Value (CSV) file** with a header row and have at least column each for:
* **Title** – text format (200 character limit). This is typically the name or unique identifier of the survey participant.
* **Content** – required, text format (300,000 character limit). Columns mapped to **Content** become the body of data object that will be analyzed. For surveys, question columns will be automatically mapped to content.
A basic example of how the CSV should be structured is:
| Participant | Question A | Question B | Question C |
| :------------ | :--------- | :--------- | :--------- |
| Participant 1 | Answer A | Answer B | Answer C |
| Participant 2 | Answer A | Answer B | Answer C |
For columns that are survey questions, we will also automatically format these as **Free text**, **Single select** or **Multi-select** at import. To ensure multi-select answers are imported correctly, add `;` between options in the CSV.
For example:
| Participant | Question A |
| :------------ | :------------------------- |
| Participant 1 | Option A;Option C;Option E |
* To import a CSV, select `Import` or `+` in the top right of the screen in your project and select your file.
* From there, review and confirm what columns from your spreadsheet you wish to import and preview how it will be presented on a page in your project.
* Once import is complete, each participant’s completed survey will map as a single object in your project, with each question and answer mapped into it’s own question block.
Note that you cannot highlight and tag survey data within a survey data import.
***
## Import historical data in bulk
Easily migrate and consolidate your customer data into projects using bulk import. This allows you to upload multiple files and folders at once, streamlining your workflow. [Read our doc on how to prepare and import folders of historical data into Dovetail →](https://dovetail.com/help/bulk-import-data/)
***
## Automatically import data using Zapier
With [Zapier](/integrations/zapier), you can import text-based data automatically into a project from other apps. For example, you could create notes from SurveyMonkey responses, connect an NPS tool like Delighted or AskNicely, or add people to your database via a Google Form. To view what apps you can use via Zapier, please view our [Zapier directory](https://zapier.com/apps/integrations).
## FAQs
Your recording will be uploaded into a Data and processed to ensure fast playback. The amount of time this takes depends on the length of the recording. In general, processing takes about 30% of the length of the file; e.g., a 60-minute recording will take approximately 20 minutes to process and transcribe.
You can close the note and continue using other parts of Dovetail while your file is uploading. You can safely leave Dovetail running (e.g., by closing the browser window or turning off your computer) while it’s processing and being transcribed, and come back later as well.
Dovetail supports the following video formats: mp4, mov, mpeg, avi, and audio formats: mp3, m4a, and wav.
Yes! Before importing your CSV, review the below requirements to ensure a smooth import process.
* Formatting like headings, bold, italics, lists, tables, and images are not supported when importing from a CSV. They may cause a failure.
* Dates must be in [ISO 8601](https://web.archive.org/web/20231224214704/https://en.wikipedia.org/wiki/ISO_8601) date format or YYYY-MM-DD HH:MM
* The maximum length for notes is 300,000 characters. No single cell in your CSV file should exceed this limit. This will cause a failure.
* Dovetail will interpret two newline characters as separate paragraphs.
* Your file needs to be encoded as UTF-8 (this is usually the default).
* Your CSV file should end in a .csv file extension.
It is possible to experience a processing error when uploading a video or audio file into Dovetail. This may be due to the file being an unsupported file type or there’s a corruption in the file.
To troubleshoot this, you may be able to get the file to process successfully by re-exporting and saving a new copy the file using QuickTime or VLC player. This file must be into one of our supported file formats for video and audio files.
Dovetail supports video formats - mp4, mov, mpeg, avi - and audio formats - mp3, m4a, wav.
If you continue to experience issues, please contact our support team at [support@dovetail.com](mailto:support@dovetail.com).
Yes, please view our technical limits for files for more info! [Technical limits](https://dovetail.com/help/technical-limits/)
There may be a few reasons for this!
1. Your data object may be locked from editing. The ability to edit a note can be toggled on/off in the top right corner of the note page.
2. You may not have the right project access to edit the project. Check the project’s Share settings to review your access and reach out to someone with Full access to update your access.
3. You may not have the right workspace role. Reach out to your workspace’s admin to update your access to **Manager** or **Contributor** to edit project work in the workspace.
[**Yes! Check out Download project data with information on how to do this.**](https://dovetail.com/help/projects/download-project-data/)
It’s only possible to share a link to the entire data object or a single highlight at this time.
Some recording tools (including Microsoft Teams) export MP4 files using codecs that Dovetail’s transcription engine cannot process. Re-export the file using **QuickTime Player** (Mac) or **VLC** (Windows/Mac) and re-upload. Ensure the exported file is one of our [supported formats](https://dovetail.com/help/technical-limits/): `mp4`, `mov`, `mpeg`, `avi` (video) or `mp3`, `m4a`, `wav` (audio).
Transcription requires an audio track. Screen recordings with system audio muted will not produce a transcript.
# Projects
Source: https://docs.dovetail.com/help/projects/index
Projects are where you analyze high-density data like interviews, usability tests, and sales calls. Covers creating projects, context, and settings.
Projects are available on all **plans**
Managers and Contributors (paid seats) can create and edit projects
Users with view-only access can view and comment on data within projects
## Overview
Projects are a space for you to thoroughly analyze high-density data sources such as customer interviews, usability tests, sales calls, or surveys to draw detailed insights.
Projects are one half of how Dovetail centralizes customer intelligence — pair them with [Channels](/help/channels) for continuous, high-volume feedback streams. Once a project is analyzed, its data can power [Agents](/help/agents) that report on it automatically, and [Digital Twins](/help/agents/digital-twins) built from what customers actually said.
It represents a single study that captures data you want to work with for deeper analysis. For example, a project could contain:
* **Customer interviews, sales calls, meetings**: each data object is a single recording and transcript of a session.
* **Usability testing sessions**: each data object is a recording and transcript from a session.
* **Survey responses**: each data object is a completed survey from a participant.
***
## Create a new project
**Managers** and **Contributors** (paid seats) can create a new project in a workspace. To create a project:
1. Navigate to `+ New` → select `Project`
***
## Project-level context
You can set the objective and business context for every project to guide Dovetail’s AI. Add keywords to describe what you’re investigating, link existing workspace strategy docs, or create your own docs to add as context. The more specific your context, the more relevant your highlights, tags, and chat results will be.
#### To add context to a project:
1. Open your project
2. Click the `•••` (more options) menu in the top-right corner
3. Select `Context`
4. Choose from pre-set objective keywords (e.g., Usability, Churn, Satisfaction) or add your own
5. Link existing or add new workspace docs to provide more context
6. Click `Done`
**Note**: any docs created from the context dialog will live in the Docs tab in a project.
#### Tips for adding context:
* Select keywords that reflect the core objective of this specific project
* Link strategy docs like product roadmaps, OKRs, or growth metrics to give the AI broader business context
* Any workspace context docs setup will always be shown for you to choose
* The more specific your context, the better your highlights, tags, and chat results will be
#### Who can add Context to a project
Users with Full access or Can edit access to the project can add context.
***
## What is the difference between the Overview page and Context?
**The overview page** can serve as your project’s landing page. It’s a living section that you can update throughout the life of the project, where your teams can add your research objectives, hypotheses, timeline, what came out of the project, links to related docs, and key findings. It can be used for stakeholders to drop in and quickly get up to speed on what the project is and where it stands. A well-crafted overview will improve search quality and answer relevance throughout your chat conversations.
**Context** is specifically set at the start of a project to shape how the AI classifies your data, directly influencing the quality of your highlights, tags, and also improving what chat can surface. Think of it as the briefing you give the AI before it starts working. The clearer and more specific, the better the results.
To learn more about how admins can set AI context across the entire workspace, see [Workspace AI context](https://docs.dovetail.com/help/chat/technical-overview).
***
## Configure automation
AI analysis is enabled by default in projects, and you can adjust how it works in Automation settings. These settings are configured per project by Managers and Contributors.
Automation includes features like transcription, summaries, and highlights—but not all of these can be turned off:
* **Transcription**: You can choose a transcription language or set it to auto-detect
* **Summaries**: Summaries are automatically generated when data is imported, but you can choose from different summary frameworks
* **Suggested highlights**: This is the only feature that can be fully enabled, set to suggestions, or disabled
When you create a new project, Automation is turned on by default, and you can adjust these settings at any time.
***
### Adjust automation settings
To customize automation for a project:
1. Open your project
2. Click the ••• (more options) menu in the top-right corner
3. Select **Automation**
From here, you can configure:
* [Transcription language](https://docs.dovetail.com/help/projects/transcribe-and-translate#set-transcription-language-for-a-project) (auto-detect or specific language)
* [Summary frameworks](https://docs.dovetail.com/help/projects/data-summaries/index#generate-a-summary)
* [Suggested highlights](https://docs.dovetail.com/help/projects/highlights#create-highlights-for-important-moments) behavior
***
### Manage suggested highlights
Suggested highlights are the only automation feature that can be fully turned on or off.
To update this setting:
1. Open your project
2. Click the ••• (more options) menu in the top-right corner
3. Select **Automation**
4. Under **Highlight key moments**, choose one of the following:
* **On**: AI automatically highlights key moments in your data
* **Suggest**: AI suggests highlights for you to review and approve
* **Off**: AI highlighting is disabled
***
## Objects that live in projects
Projects contain 6 object types that can help you in your process to make sense of your customer interviews, surveys, and usability tests. You can choose to toggle on or off any of these sections to suit your workflow. These include:
* **Overview**: This is the first thing new visitors will see when they open your project. It’s a great place to describe your project for others, set the background for your research, and provide additional context including goals, hypotheses or assumptions, research plan, timeline and project status.
* [**Data**](https://docs.dovetail.com/help/projects/import-data-to-projects): Raw data like your recordings, documents and survey responses live as standalone objects in your project.
* [**Highlights**](https://docs.dovetail.com/help/projects/highlights): Highlights live on notes and are used to surface quotes and sections of text that are meaningful.
* [**Tags**](https://docs.dovetail.com/help/projects/project-tags): Tags can be used to label and categorize highlights into common themes.
* [**Docs**](https://docs.dovetail.com/help/projects/docs): Docs live within projects and are where you summarize findings from your project and across other projects.
* [**Charts**](https://docs.dovetail.com/help/projects/charts): Charts live within projects and help you visualize patterns surfaced in your highlights and tags.
***
## Create, upload, and customize
Use the **+** button at the top of the project to add content and control which sections your team sees. To do this:
1. Navigate to `+` in the top right corner and toggle on or off what you want to see in your project
***
## Project settings
In the top right corner of your project, you’ll see `•••`. Click on this to reveal a dropdown menu with several features and options. Here’s an overview of each:
**Following:** Receive and manage notifications about new docs or comments in the project.
**Add to favorites**: If you’re on the Professional or Enterprise plan, you can favorite a project for quick, easy access in the side navigation.
**Always show filters**: Toggle this on to keep project filters visible, or off to hide them.
**Context:** Set your project’s objective and business context to guide Dovetail’s AI — the more specific the details, the more relevant your highlights, tags, and chat results will be.
**Automation**: Automate how you work with Dovetail’s AI features in your project.
**Calendar settings**: Automatically import Google Calendar or Outlook Calendar events into the right project based on meeting titles, then let Dovetail store, transcribe, and summarize them with AI.
**Custom vocabulary**: Improve transcript accuracy by submitting custom words or phrases—like company names or industry jargon—that admins can save workspace-wide. This feature is available on Premium plans only.
**Update cover**: Set a cover image for any doc or project—used as its thumbnail in Browse and list views—by uploading your own or picking from the built-in Unsplash library via the `...` menu (recommended aspect ratio: 9:4).
**Export**: Export data from your project.
**Keyboard shortcuts**: View available shortcuts.
**Move to**: Move your project to another folder or subfolder.
**Convert to template**: To convert a project into a template, you must have Full access to the project and a paid seat.
**Archive project:** To archive your project, you must have Full access to the project and a paid seat.
**Move project to Trash:** To move a project to Trash, you must have **Full access** to the project and a paid seat.
***
## Project Share menu
Share your project with people outside your workspace by creating a web link. On Enterprise plans, this also lets you control how others can access and interact with your data.
**To open the Share menu:**
1. Open your project.
2. In the top right corner, click **Share**.
***
## FAQs
AI features are Dovetail’s core functionality, so disabling them at the workspace level is not possible.
When you duplicate a project, the duplicated copy is treated as a new project owned by you. You’ll be listed as the creator of the duplicated project and the only contributor.
Any creators or contributors from the original project will not be carried over to the duplicate.
# Project tags
Source: https://docs.dovetail.com/help/projects/project-tags/index
Create tags to group related highlights in a project, then organize them into groups, assign colors, merge them, and bulk import a taxonomy.
Available on [Professional and Enterprise plans](https://dovetail.com/pricing/)
## Overview
Managers and contributors can create custom project tags that they can organize, group, and merge on boards within projects. In tags, you can also quickly review and watch highlight reels that stitch together highlights grouped under each tag.
***
## Create a project tag
Utilize tags to group related highlights. A single highlight can have one or many tags associated with it, and a single tag can have many highlights associated with it.
Tags can be created from two places in a project: In a data page and under the Tags tab
Drag over a section of text within a note, and select `Tag` from the action menu. From there, you can create a new tag to group your highlight under.
By opening a tag board, you can create a new tag by selecting `+ New tag` from any group within the board. Once created on a tag board, you can use this tag when highlighting your data.
***
## Organize project tags into groups
You can create multiple groups on a single tag board within a project.
* To do this, open your tag board and select `New group`.
* From there, you can create new tags inside the group or drop and drag to move existing tags into a group.
### Assign colors to your tags
Like affinity mapping, you can also color-code your tags individually or in bulk within a single group.
* To change the color of a group of tags, hover over the tag group title and select `•••`.
* From there, select individual tags or `Select all` and choose the **Color** in the pop-up menu.
***
## Merge related tags in your project
If you find there are similar tags created within your project, you can condense and clean up these by merging them together on a tag board. When doing so, all highlights grouped under each tag will live under a single tag.
* To merge tags on the same tag board, select the checkbox in the top left corner of your chosen tag.
* From there, a toolbar will appear. Select `Merge` into, chose your tag and confirm the merge with `Merge tags`.
You can also drag and drop any tag on top of another to merge them together on your tag board.
***
## Bulk import tags into a project
You can create multiple tags at once from a single spreadsheet. This is handy if you have an existing spreadsheet of tags that you wish to bring into Dovetail for you and your team to use.
The file should be UTF-8 encoded Comma Separated Value (CSV) file with a header row and have at least 1 column for:
* **Title**: text format (200 character limit)
You can also include columns for:
* **Description**: text format (300,000 character limit). This becomes the description of the tag that appears when viewing the tag in your project.
* **Created date**: must be in [ISO 8601](https://en.wikipedia.org/wiki/ISO_8601) date format or YYYY-MM-DD HH:MM
Once your CSV is prepared, open **Tags** in your project and select `Import` in the top right corner.
During import, you will need to map columns from your spreadsheet to how it will be presented on your tag. For example, if you have a column for tag descriptions, you can include this information to the tag page by mapping this to the option ‘Description’.
***
## Create global tags for use across projects
Available on[ Business and Enterprise plans](https://dovetail.com/pricing/)
**Managers** of Enterprise workspaces can create sets of global tags for users with **workspace tags**. Workspace tags help group related highlights across projects under a single theme.
[**Learn more about workspace tags and how to create them for your workspace →**](https://docs.dovetail.com/help/workspace-tags)
We’ve recently deprecated our tag summary feature, so it’s no longer available for any tags in your workspace. For summaries of highlights under a tag, we recommend using our chat feature instead.
# Transcribe and translate
Source: https://docs.dovetail.com/help/projects/transcribe-and-translate/index
Transcribe video and audio in Dovetail, record live, set the transcription language, assign speakers, and translate into 75 languages.
## Overview
Powered by Amazon Transcribe and Assembly AI, import a video and audio file into a project and Dovetail automatically detects the spoken language to generate a transcript.
Transcripts can also be translated to one of 75 available languages to streamline collaboration across global teams.
***
## Live transcription
You can record and transcribe audio live directly inside Dovetail — no file upload needed.
To start a live transcription, open a project, go to the **Data** tab, click **Create (+)**, select **Take notes**, then click the **microphone** button. Dovetail will begin transcribing as you speak, with multiple speaker recognition built in.
As the transcript appears, you can highlight, comment, tag, and redact in real time. When you stop recording, the audio file is automatically uploaded and attached to the transcript.
Live transcription works great for in-person interviews, field research, dictation, and note-taking. Because it captures a single audio source (your microphone), it won’t pick up other participants on Zoom, Meet, or Teams calls. We are working on ways to live-record online meetings, too.
Live transcription is also available on mobile.
***
## Supported languages for transcription
You can transcribe conversations in 82 languages and receive a full native-language transcript back. **Please** **find a full list of supported languages below.**
| Afrikaans | Arabic, Gulf | Arabic, Modern Standard | Armenian |
| :------------------ | :------------------- | :---------------------- | :------------- |
| Azerbaijani | Bashkir | Basque | Belarusian |
| Bengali | Bosnian | Bulgarian | Catalan |
| Chinese, Simplified | Chinese, Traditional | Croatian | Czech |
| Danish | Dutch | English | Estonian |
| Finnish | French | French, Canadian | Galician |
| Georgian | German | German, Swiss | Greek |
| Gujarati | Hausa | Hebrew | Hindi |
| Hungarian | Icelandic | Indonesian | Italian |
| Japanese | Kannada | Kazakh | Korean |
| Latvian | Lithuanian | Macedonian | Malay |
| Malayalam | Maltese | Maori | Marathi |
| Mongolian | Norwegian | Pashto | Persian |
| Polish | Portuguese | Portuguese, European | Punjabi |
| Romanian | Russian | Serbian | Sinhala |
| Slovak | Slovenian | Somali | Spanish |
| Spanish, US | Sundanese | Swahili, Burundi | Swahili, Kenya |
| Swahili, Rwanda | Swahili, Tanzania | Swahili, Uganda | Swedish |
| Tagalog | Tamil | Tatar | Telugu |
| Thai | Turkish | Ukrainian | Uzbek |
| Vietnamese | Welsh | | |
### Unsupported languages for auto-detect
Unfortunately, Dovetail cannot automatically detect every language that we currently support at this time. If the spoken language cannot be detected, a transcript will still be generated; however, it will not be accurate.
**Please refer to the list of unsupported languages below before using auto-detect.**
**Unsupported languages for automatic detection**
Bulgarian, Catalan, Czech, Greek, Finnish, Croatian, Hungarian, Lithuanian, Latvian, Norwegian, Polish, Romanian, Slovak, Slovenian, Swedish, and Vietnamese
## Set transcription language for a project
At this time, Dovetail cannot automatically detect every language that we currently support. If the spoken language cannot be detected, a transcript will still be generated; however, it will not be accurate.
Due to this, you can set a default language for transcription at both the project and workspace level.
* To set a default transcription language for a project, open the Automation settings by selecting the magic icon in the top right corner of the page.
* From there, open the drop-down menu next to `Language` to select your language. Once chosen, this transcription language will automatically apply to all new transcripts generated in your project.
***
## Set transcription language for workspace
**Workspace admins** can set a default transcription language for your entire workspace, while **managers** or **contributors** can set a default language for individual projects. This is great if your video and audio files are always in the same language.
* To set the default workspace transcription language, workspace admins will need to navigate to [Settings → Transcription → Workspace transcription language](https://dovetail.com/settings/transcription).
## How to change the language and re-transcribe a transcript
* Open the data with the incorrect transcription and navigate to **Transcription options (•••)**.
* Next, click `Language`, select the correct language from the dropdown menu, and press `Regenerate`.
* From there, you can also choose to save this language for future uploads to this project, which will set the project’s default transcription language.
Regenerating a transcript removes any highlights created from the previous transcript and regenerates the summary.
***
## Merge and split speaker sections within transcripts
While our AI speech-engine will attempt to automatically detect different speakers, there are times when it doesn’t get it right.
You can merge two speaker sections into one by placing your cursor at the start of the second section and pressing backspace.
Similarly, you can split one speaker section into two by placing your cursor inside and pressing enter.
***
## Assign or rename speakers
You can assign an existing contact, create a new contact, or add a placeholder name to a single speaker across an entire transcript. For example, when updating the name of Participant 1, the change will be applied to every section where this speaker has been identified in the transcript.
* To add a name to a participant, click on a Participant (Participant 1, Participant 2, etc.)
* From there, enter and select the name of an existing contact, create a new contact, or add a placeholder name for the speaker in the transcript.
Note that you will need to assign **a name or contact to all participants before you can reassign specific speaker sections that we**re attributed to the wrong speaker.
***
## Import your own transcript
For when you need human-level accuracy with your transcripts or to analyze conversations in a language that we don’t yet support – we’ve also added the option to bring your own transcript (in the form of a caption file).
We support importing any [WebVTT (Web Video Text Tracks)](https://en.wikipedia.org/wiki/WebVTT) caption file. When you upload a .vtt caption file, we’ll use the caption timestamps to sync with your video or audio file playback.
* If a transcription for an audio or video file already exists, you will need to delete the transcription before importing your own.
* To import your own transcript, click `•••` below a video or audio file, select `Upload transcript`, then choose a compatible .vtt file.
When importing .vtt files, the speaker names must be formatted as \ for Dovetail to extract the speaker name correctly
## Set up custom vocabulary for transcription
To improve the accuracy of transcripts, you can submit a list of custom words or phrases that are not found in a dictionary (for example, company names or industry jargon) before starting a transcription. You can apply custom vocabulary at the workspace level.
Workspace admins can save a global list of up to 500 words or phrases in Transcription settings under [**Workspace custom vocabulary**](https://dovetail.com/settings/transcription). This will apply to all transcripts users create across all projects in the workspace.
***
## Translate a transcript
Translation is only available on Business and Enterprise plans.
The translation feature works on **text within notes** (such as written content or transcripts). It does **not** translate uploaded files (e.g., Excel spreadsheets, PDFs, or images) directly.
You can now translate an entire transcript and summary to another language to simplify knowledge sharing across global teams.
* Open the video or audio you want to translate.
* Users will find the option to `Translate` data under the meatball menu ••• in the top right.
* After selecting a target language, a new copy of the data will be created in the target language, where it can be summarized and highlighted without affecting the original data.
***
### Translating multilingual transcripts
If your transcript contains multiple languages, translation may require a few extra steps.
**What to expect:**
* Translations are performed per monologue (speaker segment), not across the entire transcript at once.
* Each translation requires a single source language.
* When using **Auto-detect**, the system identifies the predominant language in each monologue.
Because of this:
* Transcripts with multiple languages across different speakers can be translated, but may require multiple passes.
* Transcripts with multiple languages within the same monologue may not translate accurately, as only one dominant language can be detected.
***
#### Best practices for multilingual transcripts
To get the most accurate results:
* Use **Auto-detect** when translating to English to automatically identify the primary language in each monologue.
* If your transcript includes multiple languages, you will need to translate the transcript multiple times, ensuring each language is converted into English.
* For best results, ensure each speaker segment contains **only one language** where possible.
* If accuracy is critical, consider splitting or cleaning transcripts so each segment has a clear primary language before translating.
***
## Supported languages for translation
You can translate data in 75 languages and receive a full native-language transcript back. **Please** **find a full list of supported languages below.**
| Afrikaans | Albanian | Amharic | Arabic |
| :-------------------- | :--------------- | :------------------ | :------------------- |
| Armenian | Azerbaijani | Bengali | Bosnian |
| Bulgarian | Catalan | Chinese, Simplified | Chinese, Traditional |
| Croatian | Czech | Danish | Dari |
| Dutch | English | Estonian | Finnish |
| French | French, Canada | Georgian | German |
| Greek | Gujarati | Haitian Creole | Hausa |
| Hebrew | Hindi | Hungarian | Icelandic |
| Indonesian | Irish | Italian | Japanese |
| Kannada | Kazakh | Korean | Latvian |
| Lithuanian | Macedonian | Malay | Malayalam |
| Maltese | Mongolian | Marathi | Norwegian |
| Farsi (Persian) | Pashto | Polish | Portuguese |
| Portuguese (Portugal) | Punjabi | Romanian | Russian |
| Serbian | Sinhala | Slovak | Slovenian |
| Somali | Spanish | Spanish, Mexico | Swahili |
| Swedish | Filipino Tagalog | Tamil | Telugu |
| Thai | Turkish | Ukrainian | Urdu |
| Uzbek | Vietnamese | Welsh | |
***
## FAQs
Yes! Check out [Download project data](https://dovetail.com/help/projects/download-project-data/) with information on how to do this.
Your recording will be uploaded into a note and processed to ensure fast playback. The amount of time this takes depends on the length of the recording. In general, processing takes about 30% of the length of the file; e.g. a 60 minute recording will take approximately 20 minutes to process and transcribe.
You can close the note and continue using other parts of Dovetail while your file is uploading. You can safely leave Dovetail entirely (e.g. close the browser window or turn off your computer) while it’s processing and being transcribed, and come back later as well.
This error typically indicates that Dovetail is unable to establish a connection to the live transcription service.
To troubleshoot:
1. **Check your internet connection** and refresh Dovetail.
2. **Verify microphone permissions** are enabled for your browser.
3. **Confirm your microphone is connected** and not currently being used by another application.
4. **Try a supported browser**, such as Google Chrome.
5. If you’re connected to a **work network, firewall, or VPN**, ask your IT team whether WebSocket connections are restricted or blocked, as this can prevent live transcription from connecting.
If a video or audio file is transcribed in the wrong language, you can fix the existing transcript and set a default so new uploads transcribe correctly from here on.
Fix the existing transcript:
1. Open the data with the incorrect transcription.
2. Click Transcription options (•••) within the transcript.
3. Select Language, choose the correct language from the dropdown, then click Regenerate.
Note: Regenerating a transcript removes any highlights from the previous version and regenerates the summary.
Stop it from happening again:
When you regenerate, you can toggle to save this language for the project and future uploads. This sets the project’s default transcription language, so every new file added to that project transcribes correctly without a manual fix each time.
If your whole workspace consistently works in one language, a workspace admin can set the default workspace transcription language instead, so no one has to set it project by project.
# Project views
Source: https://docs.dovetail.com/help/projects/views/index
Create saved views in a project to organize, filter, and sort data, highlights, and docs across five different layouts.
Available on [Professional and Enterprise plans](https://dovetail.com/pricing/)
**Managers** and **Contributors** with edit access can create new project views
## Overview
Views and filters allow you to see your data in different ways. Within a project, you can create views to organize, filter, sort, and drill down on specific data.
***
## View types for your data
Data, highlights, and docs can be viewed in a choice of five layouts:
* **Grid:** Display content in a beautiful way—great for presentations!
* **Board**: Great for project planning and organizing content. This view groups objects by field when added to your project.
* **Table:** View, filter, and update data and fields in a table. Each field is shown as a column. For those used to working in spreadsheets.
* **Canvas:** Arrange, move, and cluster content in an unstructured space. Commonly used to work with highlights created in your project.
* **List**: Display content in a simple and minimalist list.
***
## Create a new view
You can create a different view and customize what data is displayed to suit your needs. For example, in a project with multiple data types (e.g. interviews and NPS responses), you may want to create a Highlights view to analyze just NPS responses, and order them by NPS score.
* To create a new view in your project, click on the **filter icon menu** from the top right of the page to open the filter bar, then click on the current view name on the left and press `+ Add a view`.
* From there, you can:
* Use **Filter** to display content only relevant to that view. For example, choose to filter for highlights that correspond to a particular tag;
* Apply a **Sort** to order content. For example, sort highlights or docs alphabetically or;
* **Group by** allows you to structure your board view by field. For example, group your data by segment, persona, or demographic.
* If you want to save the changes you made, simply hit **Save for everyone**. If you want to remove changes you made, simply hit **Reset.**
Views become more powerful when you use fields to add structured data to notes and docs. [Learn more about fields →](/help/projects/data-and-docs-fields)
***
## Rename a view
You can rename a view in your project at any time. To do this, navigate to the drop down menu in the top left and enter a new name in the textbox.
***
## Switch between different views in your project
If you have created more than one view in your project for a specific object (Data, Highlights or Doc), you can seamlessly navigate between them.
* To do this, open the object type (Data, Highlights or Doc) then navigate to the dropdown menu in the top left corner.
* From there, you will be able to see a list of all views created under that object and open your chosen view.
***
## Delete a view from your project
You can remove a view from your project without impacting the data within it.
* To do this, open your view, click the `Configure` icon and select `Move view to trash`. Views can be restored at any time from trash.
***
## FAQs
Nope, it still exists, it’s just hiding. Just add a new view and it’ll come back. Projects house data, highlights and docs (among other things). And if each project is a house, then views are windows you can look through to see your data. When you remove the windows, your data stays in the house - it just can’t be seen. To see your data again, all you need to do is create another window! That is - another view.
Unwanted changes to your views, particularly board views, can be due to deleting fields and other things by accident. While you can restore your field from the trash, if this field was being used to filter or group by in any views, that setting won’t automatically restore. Common accidental deletions include:
* Deleting a field that is being used in a Group by setting on a view
* Deleting a field that is being used in a Filter on a view
* Deleting a field value without realizing that it might also be a group on a board view (if the field is being used in a Group by setting on a view
* Deleting a group in one view without realizing that it represents a field value. This can lead to confusion as to why changes made in one view result in changes to another—e.g. if the two views are grouped by the same field.
If you can’t see all the content in your project, it could be due to the filters applied to your data, highlight, or doc view. The good news is your content still exists — it just can’t be seen in the view due to the filters present. To fix this, you can:
* Remove your filters
* Create a fresh data, highlight, or doc view to see all of your content
* Search for your content using the search bar above
* Check your project trash and if necessary, [restore your content](/help/workspace-trash)
Groups let you visually organize your data using single-select, multi-select, or people fields. Each group represents a field value. As an example, let’s imagine you want to split up your project into three rounds of research: Round A, Round B, and Round C.
By creating a single-select field called ‘Research round,‘ you can assign each of your notes to its relevant round. If you’re using a board view, clicking the Group by button will organize each sub-project’s notes into its own board.
In this example, any notes that don’t have a value assigned for the Research round field would go into the uncategorized group. If you don’t want to see the uncategorized group, you can click ••• button in the top right and click Hide group. This button will collapse the group and move it to the right of your view. You can easily unhide groups at any time.
At any point, you can also change your choice of grouping by clicking the Group by button and selecting another field. Here are the different ways you can group content:
* Group notes by:
* Single-select fields
* Multi-select fields
* People type fields
* Group highlights by tag
* Group docs by
* Published status
* Single-select fields
* Multi-select fields
* People type fields
If someone changes how a board is grouped, the changes will show for everyone in the workspace. If you’d like to hold onto a particular grouping when collaborating, we recommend creating a fresh view.
By default, the project filter menu is collapsed - but you can easily reveal it by clicking the filter icon located in the top-right corner of your project. The project filter menu looks like a small funnel next to the “+” button.
The “Save for everyone” button only appears when the project filter menu is expanded. If the menu is collapsed (which it is by default), you won’t see the option to save your view for others in the workspace.
To save your filtered view for everyone:
1. Click the filter icon in the top-right corner of your project (next to the “+” button).
2. This will expand the filter menu and show the “Save for everyone” button.
3. Apply your filters or view settings, then click “Save for everyone” to make the view the default for all collaborators.
No, Viewers do not have edit access within the workspace. So, they will not be able to add or edit applied filters within a project.
# Templates
Source: https://docs.dovetail.com/help/projects/workspace-templates
Create project and doc templates to standardize research across your workspace, then edit them, manage access, and delete them.
Available on [Enterprise plan](https://dovetail.com/pricing/)
Only **Managers** can create new templates for the workspace
## Overview
**Managers** in Dovetail have the ability to create project templates to help standardize research across their organization. They can be used to give teams a starting set of data, tags, and project configurations to skip the set up process and kick start new projects and producing docs faster.
***
## Create a project template
Managers can create new project or doc templates by navigating to ⚙️ [Settings ](https://dovetail.com/settings/templates)**→**[ Templates](https://dovetail.com/settings/templates), and clicking `+ New template` from within the projects or docs tab.
From there, you’ll be directed straight into the template itself for editing.
You can also convert an existing project into a template by navigating to the project’s settings and selecting **Convert to template**.
The project will be converted to a template as-is and will retain all content, including the Overview, Data, Tags, highlights, and Docs.
**Note:** Projects created from a template inherit the automation settings configured within that template. These settings take precedence over your workspace’s default automation settings. To change the automation settings for future projects created from a template, update them in the template itself by clicking on the "•••" (more options) menu in the top-right corner of your project and selecting **Automation.**
***
## Create a doc template
You can leverage doc templates to structure your data within a doc. When you begin working on a new doc, you can start with a template created for your workspace.
* To use a doc template, open your doc and click `Templates`.
* From there, open Community or Workspace templates. You can select your preferred template, preview it, and click `Add Template`.
* The template will then be added to the top of your doc for you to organize your text and highlights.
Existing docs can be saved as templates by opening `•••` in the top right of the doc, and pressing `Save as template`.
A doc template will be created using the current formatting of the doc, including all content contained within it.
Unlike project templates, the the original doc will remain in the project and can still be edited after a template has been created.
***
## Edit an existing template
**Managers** can edit all content within templates, however, edits will only be applied to future projects and docs created using the template.
* To edit templates, navigate to ⚙️ [**Settings → Templates**](https://dovetail.com/settings/templates) and select your desired template.
* From there, make updates to your template. Once finished, these changes will apply to any new project or doc created from the template
***
## Manage access to a project template
Only **Managers** have the ability to create and edit templates. They also have the ability to restrict access to certain individuals or groups so that they are the only users with the ability to use a template.
* To do this, go to ⚙️ [**Settings → Templates**](https://dovetail.com/settings/templates), open your chosen template and press `Share`.
* From there, you can update the template’s access by amending the workspace’s access to **No access** and add specific individuals or individuals to have **Full**, **Edit** or **View access**.
***
## Delete a template
**Managers** with **Full access** can delete a project or doc template at any time.
### Project template
* To delete a **project template**, navigate to ⚙️ [Settings ](https://dovetail.com/settings/templates)**→**[ Templates](https://dovetail.com/settings/templates), click `Projects` and select the project template you wish to delete.
* From there, open `•••` settings in the top right and select `Move template to trash`.
### Doc template
* To delete a **doc template**, navigate to ⚙️ [Settings ](https://dovetail.com/settings/templates)**→**[ Templates](https://dovetail.com/settings/templates), click `Docs` and select the project template you wish to delete.
* From there, open `•••` settings in the top right and select `Move template to trash`.
***
## FAQs
You may need to update the template’s share settings so your team can create new projects from it. To view your template’s current settings, open your [template from settings](https://dovetail.com/settings/templates/projects) and navigate to Share in the top right corner. The user or group that need to use the template should have at least Can view access to create new projects from it.
# Purchase a paid plan
Source: https://docs.dovetail.com/help/purchase-a-paid-plan
Compare the Free and Enterprise plans, see which users occupy a paid seat, and request a quote from the Dovetail sales team.
## Overview
Dovetail offers a **Free plan** and an **Enterprise plan**. We no longer offer self-serve paid plans. You can review our current offerings on our pricing page. At a glance, our plans are:
* **Free plan**: This plan is for individuals to make sense of calls, documents, and surveys
* **Enterprise plan**: This plan is for larger organizations looking for scalability, advanced controls, and security.
With eligible plans, you can purchase add-ons, including:
* **Channels data add-on**: By default, every plan includes 1,000 data points in Channels. If you need to purchase additional data points, please [reach out to our sales team](https://dovetail.com/contact-sales/).
***
## What type of user occupies a paid seat?
A [manager or contributor](https://docs.dovetail.com/help/user-roles/) is someone who can edit content across Dovetail. They will be paid users who can contribute and analyze data. Managers and contributors are typically researchers, designers, and product managers.
A viewer is someone who doesn’t contribute content or analysis across Dovetail, like stakeholders, managers, clients, or other teams. Viewers have free, read-only access and cannot edit anything.
Those granted with admin access do not have to occupy a paid manager or contributor user role in the workspace.
Please note that Viewers are ***only*** available on certain legacy plans and on our Enterprise plan.
***
## Upgrading your plan
### From the Free plan
Dovetail does not offer self-serve upgrades to a paid plan. If you’re on the Free plan and interested in advanced features, security, or scaling Dovetail across your organization, you can [contact our Sales team](https://dovetail.com/contact-sales/) to explore an **Enterprise plan**.
***
## Generate a quote (Enterprise only)
Many organizations require a quote for internal finance or procurement approval.
If you’re interested in an Enterprise plan, our sales team can provide a customized quote based on your team size, usage needs, and selected add-ons. Quotes are not generated directly within the product.
To request a quote, please complete the [Contact Sales](https://dovetail.com/contact-sales/) form, and a member of our team will follow up.
***
## Resellers and suppliers
Dovetail does not have a reseller or supplier program, nor do we offer discounts for resellers or suppliers. To request a quote for our Enterprise plan, please complete the [Contact Sales](https://dovetail.com/contact-sales/) form, and a member of our team will follow up.
***
## FAQs
Invoice payments are available on the **Enterprise** plan. Customers on legacy self-serve plans pay by credit card.
# Research operations
Source: https://docs.dovetail.com/help/research-operations/index
Standardize how your team runs research in Dovetail, then scale it past the researchers with shared tags, contacts, compliance settings, and agents.
Research operations covers the standards and infrastructure that sit around individual studies: how projects are set up, how findings are labeled so they can be compared, how participant records are managed, and how compliance requirements are met without per-project configuration.
This page covers building those standards into the objects people use — project templates, workspace tag boards and field groups, and workspace-level retention and redaction settings, so they apply by default rather than depending on each person following a written process.
For running one study end to end — importing, tagging, writing it up — see [Experience research](/help/experience-research). This page covers the workspace those studies live in.
***
## Project templates
Most inconsistency originates at project creation. A [project template](/help/projects/workspace-templates) carries context, automation defaults, linked tag boards, and field groups into every project made from it, so someone who has never set a project up gets your setup by default. That is what makes a study repeatable by non-researchers.
Build one per study type you repeat — usability test, discovery interviews, win-loss — rather than one generic template nobody fits; the fastest way is to convert a project you were happy with. Doc templates do the same for the write-up, so a PM’s report is structured like a researcher’s.
Templates apply to new projects only. Editing a template never changes projects already created from it.
***
## Shared tags and fields
[Workspace tags](/help/workspace-tags) and [workspace fields](/help/workspace-fields) are the vocabulary everyone shares. Tag boards are live — change a tag and every linked project updates. Fields defined once in settings keep “segment” meaning the same thing wherever it’s filled in.
A shared taxonomy is what makes a question larger than one study answerable at all. Put a label at workspace level if you’d ever use it across two studies: persona, product area, research method, segment. This round’s task names stay in the project.
Keep the set small — 200 tags nobody applies consistently are worse than 20 that everyone does. Use single-select fields rather than free text where values need to be comparable; free text drifts and can’t be filtered.
***
## Participant database
[Contacts](/help/contacts) is one workspace-wide record of the people you talk to, linked to the data and docs they appear in. Get the fields right early — role, company, region, plan — because that’s what everything downstream filters on.
[Contact automation](/help/contact-automation-settings) creates and updates contacts from project transcripts, so records don’t depend on anyone remembering. Update-only enrichment keeps the database from filling with half-identified speakers.
[Segments](/help/segments) turn field filters into reusable groups that maintain themselves, so a team can narrow to one customer group without asking you who to talk to. Connecting your CRM turns volume into weighted priority — see [Voice of customer](/help/voice-of-customer).
***
## Workspace compliance settings
Set at workspace level, each of these covers every project made afterward, including ones run by people who never read your policy. Compliance becomes a property of the workspace, not a checklist per project.
* **Redaction.** Turn on automatic [blur and redact](/help/blur-and-redact), tune the instruction prompt, and maintain the always-redact and never-redact term lists. Suggest mode adds a human review step.
* **Access.** [Security settings](/help/security-settings) control web links, who can invite users, who can remove redactions, session age, and where AI processing happens.
* **Retention.** [Workspace data retention](/help/workspace-data-retention) deletes video and audio after a period you choose, keeping the transcripts and highlights made from them.
Redaction and retention aren’t retroactive — they apply only to data arriving after you turn them on, so do it before the import you’d regret. Send procurement and legal to [Security and trust](/help/security-and-trust).
***
## Self-service answers
[Chat](/help/chat) gives cited answers to plain-language questions at whatever scope it’s opened, and [Search](/help/search) covers the “I know this exists” case. The citation is what gets you out of the loop: nobody needs you to vouch for an answer they can open the quote behind.
Chat answers questions [in Slack and Teams](/help/chat/chat-in-slack-and-teams), and the [MCP server](/integrations/mcp-server) opens the workspace to Claude and Cursor.
[Workspace context docs](/help/dovetail-ai/workspace-context-docs) inject your glossary, ICP, and reporting standards into every Chat and Agent conversation, so answers come back in your language. Three to five focused docs beat one long one.
***
## Automate maintenance with agents
[Agents](/help/agents) run on a schedule or an event, which suits the upkeep that otherwise grows with the workspace: stale projects, missing metadata, duplicate docs, contacts to reconcile against your CRM. [Workspace hygiene](/help/agents-use-cases/workspace-management-data-ops) has prompts for each.
Keep agents on flagging, not deleting. An agent that reports a problem to a person is safe to leave running; one that merges or archives on its own isn’t.
***
## Usage reporting
Two capabilities report on how research is being used.
* **[Doc metrics](/help/docs/organise-and-share-docs)** report, per doc, the unique accounts reached, where people found it, their role, and how far they read — evidence that decision-makers read the finding, not just that you published it.
* **[Workspace analytics](/help/workspace-analytics)** charts projects, data, highlights, tags, docs, and contacts created month over month, so you can see whether the work is spreading beyond your team.
***
## Where to go next
Standard project and doc setup.
Global tag boards for every project.
One participant database, workspace-wide.
Agent prompts for workspace upkeep.
# Revenue intelligence
Source: https://docs.dovetail.com/help/revenue-intelligence/index
How sales and customer success teams use Dovetail to analyze calls, enrich contacts from a CRM, and rank what matters by revenue.
Sales and customer success calls contain detailed information about why deals stall and why accounts churn, but that information is hard to use while it sits in individual recordings. This page covers importing those calls into Dovetail and analyzing them together.
There are four steps: import the calls, connect your CRM so revenue context is attached to each contact, use Channels to rank what the calls raise, and configure agents for the recurring reporting. The CRM step is the one most often skipped. Without it, feedback is ranked by how frequently something is mentioned. With it, ranking reflects the revenue represented by the accounts raising each idea.
***
## Get the calls in
[Gong](/integrations/gong) feeds two workflows from one connection. Stream transcripts into a channel when you have more calls than anyone can read. Import them into a [project](/help/projects) when you want to play back, highlight, and tag a focused set, like a win/loss study or a churn post-mortem.
The two workflows import different things. Channels takes the transcript, Gong’s call brief, and metadata — not the media. Projects takes the recording itself and transcribes it, so you can play it back.
[Zoom](/integrations/zoom) cloud recordings import into a project. For Teams calls, connect [Outlook Calendar with Teams as the video source](/integrations/microsoft-teams#set-up-to-import-teams-recordings) so recorded meetings land in a project without anyone uploading anything. Reps continue running calls the way they do now.
***
## Connect your CRM
Dovetail knows what was said and who said it. It doesn’t know that the person saying it runs a \$400k account and renews in six weeks. That lives in your CRM.
Map Salesforce contact and account fields onto your Dovetail contacts.
Map HubSpot contact and associated company properties onto your Dovetail contacts.
Both match records on an email field you nominate, and both pull one way — Dovetail never writes back, so your CRM records are unchanged.
A workspace can connect only one CRM enrichment source at a time. Salesforce and HubSpot are mutually exclusive, so decide which is your source of truth for account data before you start.
Map only the fields you’ll actually rank, filter, or segment by: ARR, plan tier, account, industry, renewal date. Create them in your [contacts database](/help/contacts) first, because you can’t add Dovetail fields during mapping. Turn on daily syncing — an ARR figure from nine months ago mis-ranks everything downstream.
[Contact automation](/help/contact-automation-settings) is a separate feature that builds contact records from your call transcripts. It creates the person, CRM enrichment attaches the revenue. Run both.
***
## Rank ideas by revenue
[Channels 2.0](/help/channels) groups incoming feedback into Ideas, ranked by your business context, how often something comes up, how many accounts are affected, and how much ARR sits behind it. Every idea rolls up its data points, sources, contacts, and total ARR.
That roll-up is the whole point of the CRM step. It turns “12 people mentioned SSO” into “12 people across \$1.8M of ARR mentioned SSO”, which is an argument product can act on. You can open the Evidence behind an idea to see which accounts are counted in it.
Roll-ups are driven by your contact identifiers, configured in `Settings` → `Contact settings` → `Contact identifiers`. Missing ARR on your ideas usually traces back here.
Filter the feed by ARR, contacts, or intent, sort by custom roll-ups like plan or industry, and save the combination as a view so each account team returns to its own slice instead of asking you to pull it.
***
## Ask about specific deals
[Chat](/help/chat) answers the question you have right now, with citations back to the calls it drew from, so an answer used in a deal review links to the recording it came from.
* “What objections came up most in the deals we lost last quarter?”
* “What did we promise this account during the sales cycle?”
* “What are accounts renewing in the next 90 days complaining about?”
* “Which competitor comes up most in stalled deals?”
Ask the same questions from Slack or Teams, without opening Dovetail.
***
## Automate the rest
[Agents](/help/agents) run on a schedule, on a Dovetail event, or from a webhook fired by a Salesforce Flow, and can read and write connected tools during a run. Deal briefs, closed-lost debriefs, renewal risk scans, and competitive digests are all recurring work an agent can own.
Because an agent writes to the tools your team already uses, its output arrives where the work happens: a digest posted to a Slack channel, a direct message to the account owner when renewal risk appears, or a Salesforce field updated with competitive context.
Lead briefings, objection loaders, deal debriefs, stalled deal analysis.
Renewal risk, churn digests, health reviews, expansion signals.
***
## Close the loop
Send an idea to Jira or Linear and the ticket stays linked to the feedback that prompted it, so you can trace a deal-blocking objection through to the change that shipped. When the idea moves to Resolved, use `Notify customers` to draft an update to the contacts whose feedback drove it.
Set up end to end, the workflow produces three things you can bring to a forecast review or a QBR: a ranked view of what is costing revenue with the accounts named, answers that link to the calls they came from, and briefs that reach reps on schedule without anyone writing them.
# SAML SSO
Source: https://docs.dovetail.com/help/saml
Set up SAML 2.0 single sign-on with Microsoft Entra ID or another identity provider, map the required attributes, and test the connection.
Dovetail supports SAML 2.0 SSO with any compatible identity provider. Admins on Enterprise and Business plans can require users to authenticate via SAML or OpenID Connect.
This guide covers how to set up a SAML SSO connection, including generating connection values in Dovetail, configuring your identity provider, and testing attribute mappings before going live.
**Before you start:** Allow pop-ups for your Dovetail subdomain (for example, `your-workspace.dovetail.com`). The SAML setup flow opens in a new tab, and pop-up blockers will prevent it from launching.
**Required attributes:** SAML sign-in requires two user attributes: `email` and `name`. Both must be present and correctly mapped.
***
## Set up SAML with Microsoft Entra ID
This setup requires Admin access in both Dovetail and Entra. You’ll switch between both tabs throughout, so keep them open until you’re done.
### Step 1: Start the connection in Dovetail
1. In Dovetail, go to **Settings > Authentication**.
2. Under **Authentication connections**, select **Create Enterprise SSO connection**.
3. Choose **Custom SAML** and select **Continue**.
4. Optionally update the connection’s display **Label** and the **Button message** shown to users on the sign-in screen, then select **Continue**.
5. A new tab will open with the SAML setup wizard. Select **Get started**, choose **Custom SAML**, and select **Next**.
6. Copy the **Single sign-on URL** and **Service provider entity ID** shown on screen. You’ll need these in the next step. Keep this tab open.
***
### Step 2: Create the application in Microsoft Entra ID
1. In the Microsoft Entra admin center, go to **Enterprise applications** and select **New application**.
2. Select **Create your own application**.
3. Enter a name (for example, `Dovetail SAML`), choose **Integrate any other application you don’t find in the gallery (Non-gallery)**, and select **Create**.
> **Note:** There is a Dovetail app in the Entra gallery, but it uses OIDC. To use SAML, create your own application as described above.
4. Once the application is created, go to **Single sign-on** and select **SAML**.
5. In the **Basic SAML Configuration** section, select **Edit**.
6. Select **Add reply URL** and paste the **Single sign-on URL** you copied from Dovetail.
7. Select **Add identifier** and paste the **Service provider entity ID** you copied from Dovetail.
8. Select **Save**, then close the Basic SAML Configuration panel.
9. In the **SAML Certificates** section, copy the **App Federation Metadata URL**.
***
### Step 3: Finish setup in Dovetail
1. Return to the Dovetail SAML setup tab.
2. Paste the **App Federation Metadata URL** into the **Metadata URL** field.
3. Select **Create connection**, then select **Proceed**.
4. Dovetail will display the required attributes (`email` and `name`). Select **Next** to continue to the connection test.
**Important:** Creating the connection enables SSO access for any user assigned to the application in Entra. If you haven’t yet assigned users or groups in Entra, the connection won’t be usable until you do.
***
### Step 4: Test and enable the connection
1. Select **Test connection**. A new window will open prompting you to sign in via Entra.
2. Once sign-in completes, return to the SAML setup tab. You’ll see **Testing complete** along with the attribute values returned by Entra.
3. Confirm that both **email** and **name** are mapped to the expected values. If something looks off—for example, **name** mapping to an email address or user principal name—update the attribute mappings in Entra under **Single sign-on > Attributes & Claims** and re-test. See [Troubleshooting attribute mappings](#troubleshooting-attribute-mappings-in-entra) below.
4. Once the test results look correct, select **Enable connection**, then **Proceed**. SAML SSO is now live.
You can close the SAML setup tab. The connection will appear in **Settings > Authentication** under your authentication connections, where you can edit it or toggle it on or off.
**Important:** Toggling a SAML connection off in Dovetail deletes it. To re-enable SSO, you’ll need to recreate the connection. If SAML will be your only login method, keep at least one backup method enabled—such as Google or password—so you’re not locked out if the connection ever needs to be reconfigured.
***
## Troubleshooting attribute mappings in Entra
By default, Entra maps the **name** attribute to `user.userprincipalname`, which is often the user’s email address rather than their display name. If the connection test shows **name** mapping to an unexpected value, update the mapping:
1. In your Entra application, go to **Single Sign-On> Attributes & Claims** and select **Edit**.
2. Delete the existing **name** claim and add a new claim called `name`.
3. Map the new claim to `user.displayname`, or use a transformation (such as **Join** with `user.givenname` and `user.surname`) if your users don’t have a display name set.
4. Save your changes and re-run **Test connection** in Dovetail.
For more on customizing SAML claims in Entra, see [Microsoft’s documentation](https://learn.microsoft.com/en-us/entra/identity-platform/saml-claims-customization).
***
## Important: SSO setup and management responsibilities
SSO configuration, validation, and maintenance are managed by your organization, typically by your IT team. While Dovetail provides documentation and in-product guidance, we’re not able to configure or troubleshoot SSO on your behalf.
A workspace Admin is required to set up and manage SSO in Dovetail. We recommend inviting your IT administrator to your workspace and granting them Admin access.
Dovetail’s SSO experience is powered by Auth0 and includes step-by-step setup instructions tailored to your identity provider.
# SCIM API
Source: https://docs.dovetail.com/help/scim-overview
Provision, update, and deactivate users and groups automatically with Dovetail's SCIM 2.0 API, supported in Okta and Microsoft Entra ID.
Available on **Enterprise plan**
## Overview
When SCIM is provisioned with your identity provider, users in your workspace can be automatically provisioned, managed, and deactivated.
**Note:** Dovetail implements SCIM 2.0 as specified in the RFC documents from the Internet Engineering Task Force:
* [Definitions, Overview, Concepts, and Requirements: RFC 7642](https://tools.ietf.org/html/rfc7642)
* [Core Schema: RFC 7643](https://tools.ietf.org/html/rfc7643)
* [Protocol: RFC 7644](https://tools.ietf.org/html/rfc7644)
We currently support only Okta and Entra ID SCIM, but we’re working to add more identity providers soon.
***
## What can you do with Dovetail’s SCIM API
* **Push New Users →** New users created through your identity provider will also be created in Dovetail.
* **Push Profile Updates →** Updates made to the user’s profile through your identity provider will be pushed to Dovetail.
* **Push New Groups →** New user groups created through your identity provider will also be created in Dovetail.
* **Push User Deactivation →** Deactivating the user or deleting the user will deactivate the user in Dovetail.
* **Reactivate Users →** Reactivated users are also reactivated in Dovetail.
***
## Users
### User attributes
All attributes are in the "urn:ietf:params:scim:schemas:core:2.0:User" namespace
| Attribute | SCIM namespace | SCIM attribute | Type | Required | Description |
| :-------------- | :------------------------------------------------------- | :------------- | :------------------------------------- | :------- | :----------------------------------------------------------------------------------------------------- |
| Email | urn:ietf:params:scim:schemas:core:2.0:User | userName | email | yes | User email |
| Active | urn:ietf:params:scim:schemas:core:2.0:User | active | boolean | yes | Determines whether or not this user can log in to Dovetail |
| Full name | urn:ietf:params:scim:schemas:core:2.0:User | displayName | string (max length 100 characters) | no | Name displayed in Dovetail |
| Role | urn:ietf:params:scim:schemas:core:2.0:User | role | “MANAGER” or “CONTRIBUTOR” or “VIEWER” | no | Sets the [Dovetail role](/help/user-roles#user-roles) |
| Workspace admin | urn:ietf:params:scim:schemas:extension:dovetail:2.0:User | workspaceAdmin | boolean | no | Set [Dovetail workspace admin](https://docs.dovetail.com/help/user-roles/#grant-admin-access-to-users) |
### User methods
* **GET /Users**
* Returns a paginated list of users.
* You can paginate using the **startIndex** and **count** parameters.
* You can filter results with the **filter** parameter. Valid attributes to filter are **displayName** and **userName** using **eq** and **and**.
* **POST /Users**
* Create a new user in your workspace.
* Required attributes are **userName** and **active**.
***
## Groups
### Group attributes
| Attribute | SCIM namespace | SCIM attribute | Description |
| :-------- | :------------------------------------------ | :------------- | :----------------------------------- |
| Name | urn:ietf:params:scim:schemas:core:2.0:Group | displayName | Name of the user group. Required |
| Members | urn:ietf:params:scim:schemas:core:2.0:Group | members | List of Dovetail users in the group. |
### Group methods
* **GET /Groups**
* Returns a paginated list of user groups.
* You can paginate using the **startIndex** and **count** parameters.
* You can filter results with the **filter** parameter. Valid attributes to filter are **displayName** using **eq**.
* **POST /Groups**
* Create a new user group in your workspace.
* Required attributes are **displayName**.
* **PATCH /Groups/\**
* Update an existing user group.
* We only support adding members to a group via the Dovetail user ID.
```json theme={null}
{
"schemas": [
"urn:ietf:params:scim:api:messages:2.0:PatchOp"
],
"Operations": [
{
"op": "add",
"path": "members",
"value": [
{
"value":
}
]
}
]
}
```
***
## Automate and manage provisioning with Okta
Ensure that you have configured Okta as your identity provider in your Dovetail workspace before configuring SCIM provisioning.
### Configure SCIM provisioning in Okta
* Open the Dovetail app you’ve set up in Okta and navigate to **Provisioning**.
* Under **Integration**, click **Configure API integration**, check **Enable API integration**, and click **Authenticate with Dovetail**. Ensure you are logged in to Dovetail as a workspace admin.
* From within the pop-up window, select your Dovetail workspace and click **Allow**. Once you are directed back to Okta, click **Save**.
* Under **To app**, click **Edit** and enable your preferred features: Create users, Update user attributes, or Deactivate users. Click **Save.**
* Navigate to the **Sign On** tab, and ensure that the **Application username format** is set to **Email**.
***
### Provision users from Okta
To provision users in Dovetail from Okta, complete these steps:
* Navigate to the **Assignments** tab.
* Click **Assign**, then **Assign to People**, or **Assign to Groups**.
* Select a user or a group, and assign a Dovetail role and **Dovetail workspace admin** from the relevant fields. Click **Save**.
Your users in Okta have now been provisioned in your Dovetail workspace. If a user is deactivated in Okta, their Dovetail account will also be deactivated and they will lose access to your workspace.
***
### Create and link user groups from Okta
If you do not already have a group in Okta that you’d like to link or push to a user group in Dovetail, navigate to **Directory → Groups → Add Group**.
To link a user group in Dovetail with a group in Okta, complete these steps:
* Navigate to the **Push Groups** tab, select **Push Group** and enter the name of the group.
* From there, select **Push Groups**, and find your group by name, or by rule.
* If you have an existing user group in Dovetail you would like to link this group to, select Link Group and enter the name of the user group in Dovetail. If you would like to create a new user group, select **Create Group**, and click **Save**.
Your group in Okta and your user group in Dovetail are now linked. Any users you add to the group in Okta who are also assigned to your Dovetail application will be added to the group in Dovetail.
***
## Automate and manage provisioning with Microsoft Entra ID
Ensure that you have configured SAML SSO with Microsoft Entra ID as your identity provider in your Dovetail workspace before configuring SCIM provisioning. See [SAML](https://docs.dovetail.com/help/saml) if you haven’t done this yet.
### Create a SCIM client in Dovetail
* In Dovetail, open the menu and go to **More → Settings → Authentication**.
* Under your Enterprise SSO connection, find the **SCIM provisioning** section and click **Create SCIM client**.
* Click **Next** to generate the credentials.
* Copy the **Client ID**, **Client secret**, **Tenant URL**, and **Token endpoint** and store them securely. The client secret is shown only once — if you lose it, you’ll need to rotate the credentials.
***
### Configure app roles in Entra ID
App Roles are how Entra ID communicates a user’s Dovetail role over SCIM. You must define them before provisioning will work.
* In the Microsoft Entra admin center, go to **App registrations** and open your Dovetail application.
* Under **Manage**, select **App roles → Create app role**.
* Create one role for each Dovetail role you want to use. The **Value** field must be exactly `MANAGER`, `CONTRIBUTOR`, or `VIEWER` (uppercase).
* Enable each role and click **Apply**.
***
### Assign users and groups to roles
* In the **Enterprise applications** view of your Dovetail app, go to **Manage → Users and groups → Add user/group**.
* Pick a user or group, and under **Select a role**, choose the matching App Role.
* Click **Assign**. Repeat for each group/role pairing you need.
Note: each user can only have one role. Assign each user to exactly one App Role, either directly or through a single group.
***
### Configure SCIM provisioning in Entra ID
* In **Enterprise applications**, open your Dovetail application and go to **Manage → Provisioning**.
* Set **Provisioning Mode** to **Automatic**.
* Under **Admin Credentials**, set the **Authentication Method** to **OAuth 2.0 Client Credentials Grant** and enter the **Client ID**, **Client secret**, **Tenant URL**, and **Token endpoint** from the first step.
* Click **Test Connection** to confirm the credentials are valid, then click **Save**.
***
### Map the roles attribute
Entra ID’s default mapping doesn’t send role assignments in the format Dovetail expects. You need to add a custom expression mapping.
* Under **Mappings**, open **Provision Microsoft Entra ID Users** and click **Add New Mapping**.
* Set **Mapping type** to **Expression** and enter `SingleAppRoleAssignment([appRoleAssignments])` as the expression.
* Set the **Target attribute** to `roles[primary eq "True"].value` and **Apply this mapping** to **Always**.
* Click **OK**, then **Save**.
### Start provisioning
* Back on the **Provisioning** overview, set **Provisioning Status** to **On** and click **Save**.
Entra ID syncs every 40 minutes. To verify immediately, use **Provision on demand**, search for a test user assigned to one of the Dovetail App Roles, and click **Provision**. Confirm the user appears in **Settings → Users** in Dovetail with the correct role.
# Search
Source: https://docs.dovetail.com/help/search
Find projects, docs, notes, and highlights with Quick Search and Explore, and get an AI summary when your query is a question.
Available on [Professional and Enterprise plans](https://dovetail.com/pricing/)
## Overview
Dovetail has two ways to search and surface data across your workspace.
Quicksearch is designed to help you view your recent interactions, navigate to content you know exists and shortcut around your workspace to pages like settings. Quick Search is designed to help you move from query to insight with minimal friction.
Explore is a visual search experience that helps teams move through highlights, projects, conversations, and customer moments across their workspace, making it easier to understand patterns, evidence, and the real experiences behind customer feedback.
## Using search
To open Quick Search, click the search bar or press `⌘` `K` or `Ctrl` `K` on your keyboard, then enter your query.
Quick Search displays relevant Dovetail objects such as projects, folders, docs, notes, and key navigation items.
To dive deeper in Explore, click the Explore to the right of the text box or command`⌘` `E`
### Quick search behavior
Quick Search adapts based on how you search:
* **Question-style queries** automatically trigger an AI summary.
* **Keyword searches** take you directly to the best matching result.
When an AI summary is loading, pressing Enter opens the summary first. You can press Enter again to jump to the top result.
For keyword searches, pressing Enter immediately opens the best match.
### Exact matching
Add quotation marks to return exact matches. For example:
**"customer onboarding"**
Without quotes, search may include similar terms.
Longer, more specific queries usually return more accurate results. You can search using natural language, such as “reasons for customer churn” or “feedback about mobile app performance”.
## Get answers with AI summaries
When your search looks like a question, Dovetail automatically generates an AI summary to surface relevant evidence and insights.
AI summaries help you understand patterns and themes before opening individual results.
AI summaries are generated using the most relevant results for your query.
### Continue in Chat
From an AI summary, you can open the result in Chat to keep exploring your question.
Your original query carries over, so you can ask follow-up questions without starting again.
## Navigate with Quick Search
Quick Search also helps you move around Dovetail.
Key navigation items, such as settings pages, now appear directly in search results. This lets you access important pages without leaving the search menu.
## Refine your search results
Search supports a range of filters to help you narrow results:
* **Anything** – Any Dovetail object such as themes, data, and docs.
* **Anywhere** – Restrict results to specific channels, projects, or folders.
* **Anyone** – Content created or contributed by a specific person.
* **Anytime** – Filter by time range.
* **Title only** – Search only within titles.
* **More** – Additional filters for fields, tags, published content, archived content, and more.
By default, search excludes contacts, tags, highlights, and themes to keep results focused on core content.
Available filters may vary depending on what you’re searching. Some filters are only supported for certain object types.
### Sort your results
Results are sorted by `Relevance` by default. You can also sort by:
* `Created`
* `Updated`
* `Name`
Use the sorting controls in the filter bar to change the order.
## Ask questions with Chat
Contextual chat is available in beta for workspaces on a paid plan. Admins can enable chat in [Settings](https://dovetail.com/settings/beta).
Chat lets you ask questions across your workspace and explore results in more depth.
It automatically applies context based on where you are, so you can zoom in on specific projects or expand to your entire workspace.
[Learn how to use chat in your workspace today →](/help/chat)
## Ask questions via Teams and Slack
Querying in Slack and Teams is available only for **Enterprise** workspaces. [Learn more →](/help/chat/chat-in-slack-and-teams/)
You can also ask questions about Dovetail data directly from Slack and Teams using integrated search and summaries.
With the Ask add-on, users can:
* Ask questions in Slack or Teams and receive summarized answers with source references.
* Receive scheduled text or audio digests with key insights and customer quotes.
# Security and trust
Source: https://docs.dovetail.com/help/security-and-trust/index
A summary of how Dovetail protects your data, covering certifications, storage regions, redaction and retention, access, and AI handling.
Dovetail holds some of the most sensitive material your organization has: customer interviews, support conversations, recordings of real people. This page is a summary of how that data is protected — independent assurance, where it’s stored, how sensitive content is masked and expired, who can get in, and how AI handles it — with links to the detail pages for each area.
Explore all security information, keep up-to-date with real-time monitoring, and request access to Dovetail’s security documentation in our [Trust Center](https://trust.dovetail.com/).
***
## Independent assurance
* **SOC 2 Type II** — Dovetail has received a SOC 2 Type II report, audited by [BARR Advisory, P.A](https://www.barradvisory.com/) against the AICPA’s Trust Service Criteria for Security, Availability, and Confidentiality. Dovetail is committed to an annual audit, and copies are available in the [Trust Center](https://trust.dovetail.com/).
* **Penetration testing** — [CyberCX](https://www.cybercx.com.au/) performs web application penetration testing on an ongoing basis, based on OWASP and CWE/SANS Top 25 methodologies.
* **PCI DSS** — All payments to Dovetail are processed via [Stripe](https://stripe.com/), a certified PCI Level 1 Service Provider.
* **Security alliances** — Dovetail participates in the Cloud Security Alliance STAR program, has completed the Vendor Security Alliance (VSA) Core self-assessment, and holds the McAfee Enterprise-Ready seal.
Pre-completed responses to the CSA CAIQ v4.0.2 and VSA-Core 2019 questionnaires are available to request in the [Trust Center](https://trust.dovetail.com/resources), so your vendor review team doesn’t have to wait on us.
[Read the full security information page →](/help/security-information)
***
## Where your data is stored
Dovetail runs on Amazon Web Services. When you create a workspace, you choose whether its data is stored in the **United States**, **Europe**, or **Australia**. That choice is made once, at workspace creation, and can’t be changed later.
Some categories of data — product analytics, billing and contact details, workspace URLs, access logs, and support data — are always stored in the United States, and sub-processors may process data outside your selected region.
[Data storage and regions →](/help/security-information)
***
## Protecting sensitive content
**Blur and redact.** Automatic redaction uses AI to find and mask sensitive information in videos, audio, and transcripts across projects and channels — blurring video, muting audio, and hiding transcript text. Admins choose the automation level (`Off`, `On`, or `Suggest`), edit the instruction prompt, and maintain explicit always-redact and never-redact term lists. Redactions carry through to highlights and their references elsewhere in the workspace, and downloads are blocked while redactions exist on the source media. Available on the Enterprise plan.
**Data retention.** Set a retention period — from 90 days up to 12 years, or indefinite — after which audio and video files are automatically deleted, at the workspace level or per project. Highlights, reels, and transcripts survive the deletion, and files can be restored within a 30-day recovery window. Available on the Enterprise plan.
**Virus scanning.** Dovetail scans files on download and blocks any file where a virus is detected. Virus definitions are updated daily.
Mask PII in video, audio, and transcripts.
Automatically expire recordings on a schedule.
***
## Access and authentication
Admins can require users to authenticate via OpenID Connect SSO or SAML 2.0, with setup guides for AD FS, Auth0, Microsoft Entra ID, Google Workspace, and Okta. See [Single sign-on (SSO)](/help/single-sign-on-sso) and [SAML SSO](/help/saml).
With SCIM 2.0 provisioning, users and groups are created, updated, and deactivated in Dovetail automatically from your identity provider. Okta and Entra ID are supported. Available on the Enterprise plan — see [SCIM API](/help/scim-overview).
Users who sign in with a password can add TOTP-based 2FA using an authenticator app. Available on all plans. If you sign in through SSO, Google, or Microsoft, your identity provider enforces MFA instead. See [Two-factor authentication](/help/two-factor-authentication).
Passwords are hashed and salted with Bcrypt, must meet a 12-character complexity standard, and accounts lock after 5 failed attempts. Users can review and end their active sessions, and admins can set a session age or log out every user in the workspace at once. See [Security information](/help/security-information) and [Security settings](/help/security-settings).
Admins can restrict who can invite users, who can assign paid seats, who can remove redactions, and whether web links can be created at all. Domain allow listing restricts sign-up to your approved email domains. See [Security settings](/help/security-settings).
Access levels control how people can view and interact with each project and doc. See [Access and permissions](/help/access-and-permissions).
***
## AI and your data
Dovetail’s AI features run on tailored AI infrastructure on AWS, deployed alongside where your data already sits. **No customer data is used to train or improve models** — for Dovetail or for anyone else. Requests are sent to a model and the response is returned; the models don’t learn from your content.
Admins can also set an **AI processing location** — Best available, United States, Europe, or Australia — to align AI processing with your data residency and governance requirements. This is configured separately from the transcription region.
Automatic redaction uses AI and may not be 100% accurate. Review redactions, particularly in `Suggest` mode, to confirm sensitive content is handled correctly.
[Dovetail AI overview →](/help/dovetail-ai/overview) · [AI settings →](/help/security-settings)
***
## HIPAA
Dovetail offers a HIPAA add-on for Enterprise customers, providing additional controls for handling protected health information. On HIPAA-enabled workspaces, CSV export, video downloads, transcript exports, and public doc sharing are disabled by default, authentication is enforced via SSO, and API key generation (and therefore MCP connectors) is disabled. Dovetail can enter into a Business Associate Agreement (BAA), and all sub-processors handling ePHI have signed a BAA with Dovetail.
[HIPAA details →](/help/security-information)
***
## Legal and privacy documentation
Dovetail publishes its [Privacy Policy](https://dovetail.com/privacy/privacy-policy/), [Data Processing Agreement](https://dovetail.com/privacy/data-processing-agreement/), [Compliance with Laws](https://dovetail.com/privacy/compliance-with-laws/) statement, and [Data Subject Access Request](https://dovetail.com/privacy/data-subject-access-request/) process, along with the current [sub-processor list](https://trust.dovetail.com/subprocessors).
If your organization has bespoke security questionnaires you’d like completed, this service is offered for Enterprise workspaces. See [Do you fill out security assessments?](/help/security-information)
# Security information
Source: https://docs.dovetail.com/help/security-information
What data Dovetail stores, our authentication and access controls, HIPAA support, SOC 2 compliance, storage regions, and how AI handles data.
Explore all security information, keep up-to-date with real-time monitoring, and request access to Dovetail’’s security documentation in our [Trust Center](https://trust.dovetail.com/).
## What is Dovetail?
Dovetail is a cloud-based AI-native customer intelligence platform that helps organizations automate data aggregation, discover insights, and drive customer-centric decisions in one place. With Dovetail, organizations can assemble customer data in one place, analyze qualitative data at scale, and share important findings with stakeholders.
***
## What data does Dovetail store?
When provisioning a user account, users must provide personal information such as their **email address**, **full name**, and optionally, a **profile photo**.
While using the services, authorized users can upload, import via CSV or Zapier, or directly enter any data such as **text**, **images**, **audio**, **video**, or **any other files**.
To best understand the data that you expect to store in Dovetail, we recommend talking to the individuals and end-users who will be using Dovetail. Most Dovetail customers will store research data such as interview recordings, transcripts, survey responses, customer feedback, photographs, and other research data. The data that you enter into Dovetail may vary depending on the use cases of your individual end-users.
***
## What are Dovetail’s security features?
### Authentication options and SSO
Dovetail offers multiple ways to log in to a workspace including SSO.
* Users can authenticate to Dovetail on all plans via Google, Microsoft, or by setting a unique password.
* **Enterprise** workspaces have the ability to allow their users to log in or sign up using specific authentication options by enabling or disabling options to their desired configuration.
* **Enterprise** admins can also configure an SSO integration with Auth0, Azure Active Directory, Okta, Google or any other identity provider that supports OpenID Connect.
### Passwords
Dovetail employs industry-standard techniques for password management, encryption, storage, complexity, and reset.
* **Encryption and storage** - The Dovetail web application user authentication system uses [Bcrypt](https://en.wikipedia.org/wiki/Bcrypt) to hash and salt user passwords. Each password has a uniquely generated salt, and the “pepper” is stored independently from the database.
* **Complexity standard** - The Dovetail web application enforces a strong password complexity standard and require user passwords to have at least 12 characters, 1 lower case character, 1 upper case character, 1 number and 1 special character.
* **Failed login attempts** - The Dovetail web application prevents brute force attacks (for password based authentication) by locking the targeted user account after 5 failed attempts. A notification email is sent to the user that includes a link that can be used to unlock the account.
* **Secure reset** - In the event that a user forgets their password, a user can request their password be reset via a link that is sent to the user’s verified email address. This link expires within a limited amount of time if not used.
* **Password managers** - Dovetail encourages customers and users to leverage a password manager to maintain, store, and fill strong passwords when using Dovetail.
### Sharing and access control
* We’ve made it easy to effortlessly share, edit, and collaborate on projects with your team in Dovetail. With the ability to assign various access levels, you have full control over how others can access and interact with your data. [Learn how to configure sharing and access controls](https://docs.dovetail.com/help/access-and-permissions).
### Domain allow listing
* Dovetail workspaces can be configured to add another level of security by restricting user provisioning to verified email addresses at your approved domain names.
* This prevents your users from inviting external users from outside of your organization and helps to enforce that your data is also accessed by those within your corporate network through your managed domains. [Learn how to configure allowed domains for your workspace](https://docs.dovetail.com/help/user-roles#managing-automatic-account-creation).
### Session management
* Dovetail provides the ability for individual users to manage the active sessions where they are logged into their account. Users can review their active sessions to proactively manage security of their account and prevent against unauthorized access.
* For each logged in session we display the date, time, IP address, as well as the type of device used to access your account. Users also have the option to end any active session at any time.
### Virus scanning
* When a user attempts to download a file, Dovetail performs a virus scan. If a virus is detected, the file cannot be downloaded. The virus scanning excludes files processed by Dovetail, such as highlight reels and files larger than 100 MB. If the file cannot be scanned, we caution the user and allow them to download it after acknowledging the warning. We update our virus definitions daily.
***
## HIPAA
Dovetail offers a HIPAA add-on for Enterprise customers. This add-on provides additional security controls designed to help organizations manage protected health information (PHI).
### What changes when HIPAA is enabled
When the HIPAA add-on is on, Dovetail restricts exports, public sharing, and sending content to third-party tools.
### Exports and downloads
These are turned off:
### What changes when HIPAA is enabled
When the HIPAA add-on is on, Dovetail restricts exports, public sharing, and sending content to third-party tools.
### Exports and downloads
These are turned off:
* Downloading files (images can still be saved from the browser)Downloading files (images can still be saved from the browser)
* Exporting ProjectsExporting Projects
* Exporting CSVs and spreadsheets
* Exporting templates
* Downloading WebVTT transcripts
* Downloading Reels and audio or video clips
* Downloading file contents through the public API
* Exporting CSVs and spreadsheets
* Exporting templates
* Downloading WebVTT transcripts
* Downloading Reels and audio or video clips
* Downloading file contents through the public API
If your organization needs a specific download (for example, Reels or CSVs), ask your Customer Success ManagerIf your organization needs a specific download (for example, Reels or CSVs), ask your Customer Success Manager.
### Sending content to other tools
You cannot send workspace content to tools outside Dovetail. That includes:
* Slack, Microsoft Teams, Notion, and Productboard
* “Send to” actions for Linear, Jira, Slack, Productboard, ChatGPT, Claude, Cursor, Figma Make, and similar tools
* The public API and personal API keys
* MCP (connecting Dovetail to external AI tools)
* Adding a Channel source via the API
You can still copy a link, copy text, add content to a Dovetail doc, start a chat in Dovetail, and create an agent in Dovetail.
If you need API access, ask your Customer Success Manager.
### Public sharing
Public web links are turned off for the workspace. You cannot turn public sharing back on from settings.
### Sign-in
HIPAA workspaces must use Enterprise single sign-on (SSO). Email and password login is disabled.
### Transcription and voice
* Audio is transcribed with our HIPAA-eligible transcription provider.
* You cannot change the transcription language in workspace or project settings.
* Dovetail Voice is not available (live calls would send audio to a provider we do not cover under a HIPAA agreement).
In-product AI continues to run on providers covered by our HIPAA agreements.
### What still works
* Research work in Dovetail (notes, highlights, Tags, Insights, Channels)
* In-product AI, unless your workspace also has generative AI turned off
* Copying text and links inside Dovetail
* Bringing data in (for example, CSV upload and many ingest integrations)
HIPAA limits how content leaves Dovetail.
### Additional HIPAA support
* Option to enter into a Business Associate Agreement (BAA) with Dovetail
* All sub-processors that handle ePHI have signed a BAA with Dovetail
### Sending content to other tools
You cannot send workspace content to tools outside Dovetail. That includes:
* Slack, Microsoft Teams, Notion, and Productboard
* “Send to” actions for Linear, Jira, Slack, Productboard, ChatGPT, Claude, Cursor, Figma Make, and similar tools
* The public API and personal API keys
* MCP (connecting Dovetail to external AI tools)
* Adding a Channel source via the API
You can still copy a link, copy text, add content to a Dovetail doc, start a chat in Dovetail, and create an agent in Dovetail.
If you need API access, ask your Customer Success Manager.
### Public sharing
Public web links are turned off for the workspace. You cannot turn public sharing back on from settings.
### Sign-in
HIPAA workspaces must use Enterprise single sign-on (SSO). Email and password login is disabled.
### Transcription and voice
* Audio is transcribed with our HIPAA-eligible transcription provider.
* You cannot change the transcription language in workspace or project settings.
* Dovetail Voice is not available (live calls would send audio to a provider we do not cover under a HIPAA agreement).
In-product AI continues to run on providers covered by our HIPAA agreements.
### What still works
* Research work in Dovetail (notes, highlights, Tags, Insights, Channels)
* In-product AI, unless your workspace also has generative AI turned off
* Copying text and links inside Dovetail
* Bringing data in (for example, CSV upload and many ingest integrations)
HIPAA limits how content leaves Dovetail.
### Additional HIPAA support
* Option to enter into a Business Associate Agreement (BAA) with Dovetail
* All sub-processors that handle ePHI have signed a BAA with Dovetail
While HIPAA-enabled workspaces include enhanced security controls, workspace admins are responsible for managing user access and permissions within their organization. While HIPAA-enabled workspaces include enhanced security controls, workspace admins are responsible for managing user access and permissions within their organization. These controls are designed to support secure handling of PHI in alignment with HIPAA requirements.
***
## Compliance and documentation
Security, reliability, privacy, and compliance is at the heart of everything we do at Dovetail. Ensuring the safety and privacy of your data is baked into everyday processes throughout our organization.
Explore all security information, keep up-to-date with real-time monitoring, and request access to Dovetail’’s security documentation in our [Trust Center](https://trust.dovetail.com/).
### SOC 2 Type II
Dovetail has received a SOC 2 Type II report demonstrating that Dovetail has the appropriate controls in place to mitigate the risks related to security, availability and confidentiality.
A SOC 2 report is designed to meet the needs of customers who need assurance about the effectiveness of controls of a software vendor, like Dovetail. The report is the outcome of an audit performed by an independent third-party firm certified by the [American Institute of CPAs (AICPA)](https://www.aicpa.org/). The engagement was performed by [BARR Advisory, P.A](https://www.barradvisory.com/).
Dovetail was assessed against the AICPA’s Trust Service Criteria of:
* Security (also known as Common Criteria)
* Availability
* Confidentiality
Our recent Type II audit is the most robust type and set out to prove that we had controls in place for a sustained period of time, exhibiting reliable and consistent safeguards in place to protect our customer’s data.
Dovetail is committed to carrying out an annual SOC 2 audit and makes copies available in the [Trust Center](https://trust.dovetail.com/).
### Penetration testing
The testing follows a consistent and structured approach, and represents a point in time assessment of the nature and extent of potential or existing exposures that may lead to a compromise of the environment.
Testing is based on best practice methodologies, such as the [Open Web Application Security Project (OWASP)](https://owasp.org/) guides (which goes beyond the OWASP Top 10 and includes 109 tests) and [CWE/SANS Top 25 Most Dangerous Software Errors](https://www.sans.org/top25-software-errors/), in combination with other in-house developed processes and methodologies.
Dovetail has engaged [CyberCX](https://www.cybercx.com.au/) cybersecurity consultants to perform web application penetration testing on an ongoing basis.
### PCI DSS
All payments made to Dovetail are securely processed via [Stripe](https://stripe.com/). Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is [certified as a PCI Level 1 Service Provider](https://www.visa.com/splisting/searchGrsp.do?companyNameCriteria=stripe,%20inc). This is the most stringent level of certification available in the payments industry.
### Security alliances
* **Cloud Security Alliance** - Dovetail supports [Cloud Security Alliance](https://cloudsecurityalliance.org/) efforts to raise awareness of best practices to ensure secure cloud computing. Dovetail participates in the CSA Security, Trust & Assurance and Risk (STAR) provider certification program. You can [review our registration on the STAR registry](https://cloudsecurityalliance.org/star/registry/dovetail-research-pty-ltd/).
* **Vendor Security Alliance** - Dovetail supports the [Vendor Security Alliance](https://www.vendorsecurityalliance.org/) initiative to standardize the vendor due diligence process. To assist with organizations who have adopted this standard, we have completed the Vendor Security Alliance (VSA) Core self-assessment questionnaire. Please contact us for a copy.
* **McAfee Enterprise-Ready** - Dovetail has been awarded the McAfee Enterprise-Ready seal (formerly Skyhigh Networks Enterprise-Ready), having earned the highest CloudTrust rating possible based on attributes across the data, user and device, security, business, and legal evaluation categories.
***
## Where does Dovetail store data?
We store data in [Amazon Web Services](https://aws.amazon.com/) (AWS) who is our primary infrastructure provider.
When creating a workspace in Dovetail, you can choose to store the data you upload to that workspace in the **United States, Europe, or Australia**. If you choose:
* **United States**, your workspace data will be stored in **us-east-1 (North Virginia)** or **us-east-2 (Ohio)**.
* **Europe**, your workspace data will be stored in **eu-west-1 (Ireland)**.
* **Australia**, your workspace data will be stored in **ap-southeast-2 (Sydney)**.
Notwithstanding the selection you make regarding your workspace data, other categories of data (such as product analytics data, account billing and contact data, workspace URLs, access and operational logs, and support-related data) will continue to be transferred to, and stored in, the United States.
Additionally, where your workspace data is processed by one of our [sub-processors](https://trust.dovetail.com/subprocessors), this data may continue to be processed outside the region you select, depending on the location of the relevant sub-processor or the function that the product requires.
New workspaces can select whether they would like their workspace data stored in the United States, Australia, or Europe.
This selection can be made when creating your workspace for the first time and cannot be changed afterward.
Please note that when selecting United States, you will be automatically assigned to either:
* us-east-1 (North Virginia) or
* us-east-2 (Ohio)
We do not support migrating workspaces across regions.
You can view which region your data is stored in by navigating to **Workspace details** in your [workspace settings](https://dovetail.com/settings/).
***
## Will my data be secure if I use Dovetail AI?
We understand research data can contain a lot of personal information or commercially sensitive information, and participants trust you to keep it safe. That’s why we are committed to keeping this data secure and confidential.
We employ a number of technical and organizational measures to protect your data when you use Dovetail, and your use of our AI features is no exception. For example, we limit the number of [sub-processors](https://trust.dovetail.com/subprocessors) we use, and our AI features are powered by tailored AI infrastructure on top of Amazon Web Services (AWS).
You can read more about our data handling practices in our [Master Subscription Agreement](https://dovetail.com/help/master-subscription-agreement/) (see in particular Sections [4](https://dovetail.com/help/master-subscription-agreement/#4.-Security-and-Privacy), [6](https://dovetail.com/help/master-subscription-agreement/#6-compliance), and [11](https://dovetail.com/help/master-subscription-agreement/#11.-Confidentiality)), our [Privacy Policy](https://dovetail.com/help/privacy-policy/), our [Data Processing Agreement](https://dovetail.com/help/data-processing-agreement/), and our [Trust Center](https://trust.dovetail.com/).
***
## Do you fill out security assessments?
We understand that many organizations have vendor risk management processes in place, and we want to be transparent in how we operate, secure, and manage our services at Dovetail.
This is why we have published detailed information on topics such as product security features, infrastructure and network security, data security and privacy, business continuity and disaster recovery, corporate security, compliance, and more.
We have provided this information to assist organizations in conducting their own due diligence on the security and operation of the Dovetail service, without delay or the need for your teams to work through our lengthy questionnaire responses.
### Standardized questionnaires
To help with your processes, we have pre-completed responses for the standard vendor self-assessment questionnaire formats available to request in our [Trust Center](https://trust.dovetail.com/resources). If your process is based on any of the standardized questionnaires, we have pre-completed responses available for the following standards:
* [Cloud Security Alliance (CSA) Consensus Assessments Initiative Questionnaire (CAIQ v4.0.2)](https://cloudsecurityalliance.org/star/registry/dovetail-research-pty-ltd/)
* [Vendor Security Alliance questionnaire (VSA-Core 2019)](https://www.vendorsecurityalliance.org/)
### Custom questionnaires
If your organization has non-standard, bespoke requirements or custom questionnaires that you want us to complete, please note that we only offer this service for those purchasing an [Enterprise workspace](https://dovetail.com/pricing/).
# Security settings
Source: https://docs.dovetail.com/help/security-settings/index
Workspace admins can prevent users from creating web links, control who can invite new users, and restrict who can assign paid seats.
## Overview
The security settings tab is only available on Business and Enterprise plans for [workspace admins](https://docs.dovetail.com/help/user-roles/#grant-admin-access-to-users)
Workspace admins on our Business and Enterprise plans can configure certain security settings in their workspace to control what actions their users can take within [Security settings](https://dovetail.com/settings/security).
***
## Prevent users from using web links
Admins can disable the ability to create web links for highlights and docs across the entire workspace.
* To do this, navigate to [⚙️ Settings → Security](https://dovetail.com/settings/security) and under Security, toggle on `Prevent users from creating web links`.
In addition, if you have the HIPAA add-on, the ability to create web links will be disabled by default for all projects in the workspace.
***
## Who can invite new users to the workspace
By default, all users can invite new users to join the workspace. Users can only invite new users with a role that is **equal to or lower than their own workspace role**.
Workspace admins on **Business and Enterprise plans** can restrict invitations so that only admins can invite new users.
To update this setting:
1. Navigate to ⚙️ [Settings → Security](https://dovetail.com/settings/security)
2. Under **Who can invite new users to the workspace**, select **Admins only**.
### Prevent users from assigning paid seats
If users are allowed to invite new members, workspace admins can also control whether those users can assign paid seats.
To restrict paid seat assignment:
1. Navigate to ⚙️ [Settings → Security](https://dovetail.com/settings/security)
2. Under **Who can invite users as contributors or managers**, select **Admins only**.
This ensures that only workspace admins can invite users into paid roles, such as **Contributors** or **Managers**.
***
## Who can remove redactions
This allows you to restrict who can remove redactions from data in this workspace.
To update this setting:
1. Navigate to ⚙️ [Settings → Security](https://dovetail.com/settings/security)
2. Under **Who can remove redactions**, select **Admins only** or **Anyone**
***
## AI settings
### Select your AI processing location
Select where AI models process data to help teams align with data residency, compliance, and governance requirements. This setting does not affect AI transcription, which has a separate [region setting](https://docs.dovetail.com/help/workspace-settings#update-your-workspace-transcription-provider).
1. To do this, go to ⚙️ [Settings → Security](https://dovetail.com/settings/security) **→ AI settings**
2. Under **AI processing location**, select your preferred region.
You can choose from the following options:
* **Best available** — Uses the same region as your workspace when possible. For Europe and Australia, Dovetail may use the United States if that region is unavailable. To keep processing in one country or region, choose that location instead of Best available.
* **United States** — All AI processing occurs in the United States
* **Europe** — All AI processing occurs in the European Union
* **Australia** — All AI processing occurs in Australia
***
### Show AI disclaimer
When enabled, Dovetail displays a disclaimer on docs that include AI-generated contributions, giving readers visibility into how content was created.
* To enable this, navigate to ⚙️ [Settings → Security](https://dovetail.com/settings/security) and under **AI settings**, toggle on `Show AI disclaimer`.
Once enabled, any doc with AI contributions will show a disclaimer to viewers, so your team always knows when AI has played a role in shaping the content. This setting is turned on by default.
***
## User management
### Session age
Session age controls how long users can stay logged in before they are required to authenticate again.
By default, users remain logged in for **90 days**. Workspace admins on **Business and Enterprise plans** can set a shorter session age to require users to log in again more frequently.
To update the session age:
1. Navigate to ⚙️ [Settings → Security](https://dovetail.com/settings/security) **→ User management**
2. Under **Session age**, select your preferred duration
Available options:
* 30 minutes
* 1 hour
* 4 hours
* 12 hours
* 24 hours
* 7 days
* 30 days
* 60 days
* 90 days
### Log out all users
Workspace admins can log out all currently signed-in users from the workspace. This can be useful when you need to require all users to authenticate again.
To log out all users:
1. Navigate to ⚙️ [Settings → Security](https://dovetail.com/settings/security) **→ User management**
2. Click on **Log out all users**
# Segments
Source: https://docs.dovetail.com/help/segments/index
Build dynamic groups of contacts from field filters, then apply a segment in Search and Chat to focus analysis on one customer group.
Available on [**Business (as an add-on) and Enterprise plans**](https://dovetail.com/pricing/).
By default, Managers and Contributors can create and edit segments in Contacts database.
## Overview
Segments are dynamic, reusable groups of contacts created using filters and fields. A segment can be applied across search, contacts, and other areas of your workspace to narrow down results and generate summaries to a defined customer group. Segments are maintained automatically, with contacts entering or exiting a segment as they meet or no longer meet its conditions.
***
## Create a segment
Create dynamic contact segments to analyze and compare feedback from your most important customer groups. Segments are titled groups of contacts who share characteristics or behaviors. A segment can have many contacts and a contact can belong to many segments. Anyone with **Full** or **Edit** access to the Contacts database can create a segment that anyone can use to filter results to a subset of contacts in Search or Chat.
* To create a segment, open Contacts and either click the **plus icon** or select **New segment** from the dropdown.
* Enter a title and description for your segment. A short description gives helpful context when you or your teammates reference the segment later.
* For example, a segment called `Dormant Big Fish` might have the description: 'Contacts at companies with high ARR who haven’t engaged recently.'
* Add a **filter** by specific contact fields. This will build a set of rules for your segment.
* For example, you can create a group by filtering the contact field `ARR = over $50M` and field `Industry = Finance`.
* Next, select `Save as segment.`
* Contacts are dynamically included in or excluded from a segment based on whether they satisfy the conditions defined for that segment. No manual updates are required.
***
## Manage a segment
From the Contacts database, you can view, edit, or delete your existing segments.
* **View a segment:** Open the top-left drop-down (set to `All contacts` by default) to see all available segments. Select a segment to review the filtered contacts it contains.
* **Edit a segment:** Select a segment and click the `configuration` icon. From here, you can edit its title, update the description, or adjust filters. You can also edit filters directly in the navigation panel. Make sure to click `Update segment` to save your filter changes or use `Reset` to return to the original filter settings.
* **Delete a segment:** Select the segment and choose `Move segment to trash`. Deleted segments remain in the trash for 30 days and can be restored during that period. After 30 days, they are permanently removed.
**Note:**\
Changes to fields directly impact the segments that use them:
* If you delete a field or edit a field type, the filter using that field is removed from the segment. Changing the title of that field or hiding the field will not affect segments.
* If you delete or edit the only remaining field associated with a segment, the entire segment will be deleted.
***
## Apply a segment
Use segments to focus your analysis on the people or groups that matter most.
* **In Search:** Apply a segment as a filter to narrow your results. When selected, search will only return results from contacts within that segment. To do this, click `More`, choose `Segment` from the drop-down, and select the segment you want your search to focus on.
***
## What’s coming
We’re expanding how you can use segments across Dovetail. Soon, you’ll be able to:
* **Apply a segment in Chat** by referencing its title in your message. Dovetail will automatically apply it as a filter to refine the response and keep the output specific to that segment.
* **Apply a segment in Projects** to focus your analysis on a specific group while working in context.
* **Apply a segment in Dashboards** to track trends and metrics for your chosen audience.
These additions will make it easier to bring the right customer lens into every workflow.
# Single sign-on (SSO)
Source: https://docs.dovetail.com/help/single-sign-on-sso/index
Require users to sign in with OpenID Connect or SAML, with setup steps for AD FS, Auth0, Entra ID, Google Workspace, and Okta.
Available on **Business** and [Enterprise plan](https://dovetail.com/pricing/)**s**
## Overview
Admins of Enterprise and Business workspaces can require users to authenticate to Dovetail via OpenID Connect SSO or SAML. This page includes instructions to set up SSO in your identity provider, including AD FS, Auth0, Azure Active Directory, Google Workspace, and Okta.
***
## Set up SSO
The process for configuring SSO will depend on your specific identity provider. We’ve outlined the general process for implementing SSO below.
Configuring, validating, and maintaining SSO is your organization’s responsibility and is typically handled by your IT team. While Dovetail provides documentation and in-product guidance, we’re not able to configure or troubleshoot SSO on your behalf.
A workspace Admin is required to set up and manage SSO in Dovetail. We recommend inviting your IT administrator into your Dovetail workspace and granting them Admin access so they can properly configure and maintain your SSO connection.
Our SSO experience is powered by Auth0 and designed to make setup as simple as possible. When creating an SSO enterprise connection, Dovetail automatically provides step-by-step instructions tailored to your selected identity provider.
### Create a new application
* Set up SSO in your identity provider - You must generate a Client ID, Client secret, and Discovery URL in your chosen provider. On your provider, set the application’s Redirect URIs or Callback URIs to be `https://dovetailapp.com/users/oauth2/callback`and`https://auth.dovetail.com/login/callback`
### Enable SSO in Dovetail
* Open your Dovetail workspace to add the Client ID, Client secret, and Discovery URL in [⚙️ Settings > Authentication > Authentication ](https://dovetailapp.com/settings/authentication)**connections**.
***
## Just-in-time provisioning
Dovetail supports just-in-time (JIT) provisioning when [domain-restricted sign up](/help/authentication-settings) is enabled for your SSO domain. When domain-restricted sign-up is enabled, a user that tries to log in when they don’t have an account will automatically have a new viewer account created for them.
If your identity provider supports custom JWT claims at a per-user level you can optionally override the default viewer role they are first granted on a per-product basis by providing the key `default_dovetail_role` with a values of either "MANAGER", "CONTRIBUTOR", OR "VIEWER".
***
## Active Directory Federation Services (AD FS)
### Create a new application in Azure
1. In **AD FS Management**, right-click on **Application Groups** and select **Add Application Group**.
2. On the **Application Group Wizard**, for the name enter Dovetail and under Standalone applications select the **Server application** template. Click **Next**.
3. Copy the **Client Identifier** value. Keep a note of it as it will be inserted later into Dovetail.
4. Add the following for **Redirect URIs**: - `https://dovetailapp.com/users/oauth2/callback`and`https://auth.dovetail.com/login/callback`. Click Add. Click Next.
5. Check the box beside **Generate a shared secret**, copy the **Secret** as this will also be used in Dovetail. Click Next twice, then close.
6. Double-click on your newly created Application Group, click **Add application**, under Standalone application choose the **Web API** template. Click **Next**.
7. In **Identifier** add the **Client Identifier** from step 3, also add the URI `https://dovetailapp.com`. Click Next.
8. For **Choose an access control policy**, select **Permit everyone**. Click **Next**
9. For Permitted Scopes, select `allattclaims` and `openid`. Click Next twice then Close.
10. Double click on the newly created Web API Application. Click on the **Issuance Transform Rules** tab. Click **Add Rule**.
11. For Claim rule template, choose **Send LDAP Attributes** as Claims. Click **Next**.
12. For Claims rule name: Email claims. Attribute store choose: Active Directory. LDAP Attribute choose: E-Mail-Addresses. Outgoing Claim Type: `email`. Click **Finish**.
13. **Add another rule, this time for Claim rule template choose: Send Claims Using a Custom Rule. Click Next.**
14. \*\*For Claim rule name: Skip userinfo. Custom rule \*\*`=> issue(Type = "skip_userinfo", Value = "true");`
15. **Click Finish and restart the AD FS service to ensure all new settings are applied.**
### Enable SSO in Dovetail
* Open your Dovetail workspace to add the Client ID, Client secret, and Discovery URL in [⚙️ Settings > Authentication > Authentication options](https://dovetailapp.com/settings/authentication).
* For this, add AD FS application’s Discovery URL (`https://YOUR_ADFS_DOMAIN/adfs/.well-known/openid-configuration` where `YOUR_ADFS_DOMAIN` is the domain of the AD FS Issuer), Client ID and Client secret values.
***
## Auth0
### Create a new application in Auth0
1. Login to your Auth0 admin dashboard and click Applications.
2. Select Create Application, enter application name Dovetail, select Application type: Regular Web Applications and click Create.
3. Navigate to Settings to upload Dovetail logo by pasting the following URL within Application Properties > Application Logo : `https://static-assets.dovetailapp.com/logotype.png`
4. Navigate to Application URIs:
1. Insert the following URL within the Allowed Callback URLs section `https://dovetailapp.com/users/oauth2/callback`and`https://auth.dovetail.com/login/callback`
2. Under Allowed Web Origins, input the following URL `https://dovetailapp.com/`
5. Click Save Changes. The Dovetail application is now successfully set up in Auth0.
### Enable SSO in Dovetail
* Open your Dovetail workspace to add the Client ID, Client secret, and Discovery URL in [⚙️ Settings > Authentication > Authentication](https://dovetailapp.com/settings/authentication) **connections**.
* For this, add Auth0’s Discovery URL (`https://YOUR_AUTH0_DOMAIN/.well-known/openid-configuration`where `YOUR_AUTH0_DOMAIN` is the domain of the Auth0 application’s Issuer), Client ID, and Client secret values.
***
## Microsoft Entra ID (Azure Active Directory)
1. Enable Microsoft as an authentication method by navigating to [Settings > Authentication > Authentication ](https://dovetailapp.com/settings/authentication)**connections**.
2. From a new session in your browser, sign in to your workspace by pressing Continue with Microsoft.
3. If prompted, select Work or school account from the sign in dialog.
4. Check Consent on behalf of your organization, and press Accept.
If these steps have been completed successfully, the Dovetail application will be automatically added to your Entra/Azure Directory, and can be found under Enterprise applications.
You don’t need to enable or manually configure SSO through your Dovetail workspace. You only need to have Microsoft enabled as an authentication method.
***
## Google Workspace
### Create a new application in Google Workspace
1. Go to the [Google API Console](https://console.developers.google.com/).
2. From the projects list, Create a new project.
3. Configure the project’s consent screen:
1. Click **OAuth consent** screen in the sidebar.
2. Select **Internal**, and click **Create**.
3. Enter an **Application name**, and click **Create**.
4. Create credentials
1. Click **Credentials** in the sidebar.
2. Click **Create credentials** > OAuth client ID.
3. In Application type select Web application and enter a Name.
4. In Authorized JavaScript origins, click Add URI and enter `https://dovetailapp.com`.
5. In Authorized redirect URIs, click Add URIs and enter `https://dovetailapp.com/users/oauth2/callback`and`https://auth.dovetail.com/login/callback`. Then, click **Create**.
6. Copy your **Client ID** and **secret** in the dialog that appears. The Dovetail application is now successfully set up in G Suite.
### Enable SSO in Dovetail
* Open your Dovetail workspace to add the Client ID, Client secret, and Discovery URL in [⚙️ Settings > Authentication > Authentication ](https://dovetailapp.com/settings/authentication)**connections**.
* For this, add Google Workspace’s Discovery URL (`https://accounts.google.com/.well-known/openid-configuration`), Client ID, and Client secret values.
***
## Okta
Users can authenticate to Dovetail using Okta SSO. Learn how to generate required values from Okta and how to add these values to Dovetail. Installing the Dovetail Okta integration can be found at [Dovetail Okta integration](https://www.okta.com/integrations/dovetail/).
### Create a new application in Okta
1. Login to your Okta admin dashboard
2. Click **Applications**, select **Browse App Catalog**, and locate "**Dovetail**" in the Okta app catalog.
3. Select the Dovetail app and click **Add integration**.
4. Enter your Dovetail subdomain and click **Done**.
5. Once the app is installed, click **Sign-on** and select **Edit**.
6. Change **Application username format** from Okta username to **Email** and **Save**.
7. Navigate to **Okta > Assignments** tab and assign users and groups to Dovetail.
### Enable SSO in Dovetail
* Open your Dovetail workspace to add the Client ID, Client secret, and Discovery URL in [⚙️ Settings > Authentication > Authentication](https://dovetailapp.com/settings/authentication) **connections**.
* For this, add Okta’s Discovery URL (`https://YOUR_OKTA_DOMAIN/.well-known/openid-configuration` replacing **YOUR\_OKTA\_DOMAIN** with the domain of the Okta application’s Issuer), **Client ID** and **Client secret** values.
For example: If your Okta dashboard URL is [dovetail.okta.com](http://dovetail.okta.com), you would enter [https://dovetail.okta.com/.well-known/openid-configuration](https://dovetail.okta.com/.well-known/openid-configuration)
### Supported Features
We support the following with our Okta integration
* SP-initiated SSO (Single Sign On)
* IdP-initaited SSO (through [Third-party Initiated Login)](https://openid.net/specs/openid-connect-core-1_0.html#ThirdPartyInitiatedLogin)
* SCIM
* Just-In-Time provisioning
### SP-initiated SSO
To use SP-inititaed SSO:
1. Navigate to [https://subdomain.dovetail.com/auth/login](https://subdomain.dovetail.com/auth/login)
2. Select `Sign in with Okta`
3. Enter your credentials - if these are correct you’ll be redirected to your workspace!
### Enabling JIT
To enable Just-In-Time Provisioning, please ensure that **Automatic account creation** is enabled. You can find that in the [Authentication Settings](https://dovetail.com/settings/authentication).
***
### Common SSO-related errors and how to troubleshoot:
1. Automatic account creation is most likely disabled, and you have not been invited into the workspace.
2. You have not been provisioned access within your SSO IDP. Meaning, your IT team will need to confirm the email has been provisioned access within the SSO application.
This means the Client Secret Key has *expired*. Your internal IT team needs to work with a Dovetail workspace admin to update this in [⚙️ Settings > Authentication > Authentication ](https://dovetailapp.com/settings/authentication)**connections.**
**Important:**
If SSO is your **only** enabled login method, you will be locked out of logging in altogether. Please reach out to our support team at [support@dovetail.com](mailto:support@dovetail.com) so we can enable an additional login method so you can access Dovetail to update these settings.
The error code: "login canceled" usually means that there’s a popup blocker. Please check if you have pop-ups blocked on your browser.
This typically means there is an issue with the SSO configuration or the user does **not** have access in the SSO application. Please reach out to your internal IT department and request that your email and access be provisioned within the SSO application for Dovetail.
Please reach out to your internal IT team to confirm your email has been provisioned access within the SSO application for Dovetail. These would be settings provisioned by your team on your end, as we do not manage user access for workspaces.
Yes, Dovetail supports SAML-based SSO. When creating your Enterprise SSO connection, select **Custom SAML** during the SSO configuration. Please refer to this article for steps on setting up SAML [here](https://docs.dovetail.com/help/saml).
An IT administrator will need to review the application settings in your identity provider (such as Okta, Azure AD, Auth0, etc.) and:
* Assign the user directly to the application, or
* Add the user to a group that has access to the application.
This error means your computer’s system clock is out of sync with the actual time.
When you log in, Dovetail’s authentication service issues a secure token that includes a timestamp. If your device’s clock is running behind, the system reads the token as already expired—even though it isn’t. This triggers the error message you’re seeing.
**What does the error look like?**
You may see a message similar to:
> *Expiration time (exp) claim error in the ID token; current time \[date, time, timezone] is after the expiration time \[date, time, timezone].*
**How do I fix it?**
This is a device-level issue that your internal IT team can resolve quickly. Ask them to sync your computer’s clock with an NTP (Network Time Protocol) server. Once your system clock is accurate, you’ll be able to log in without any issues.
Dovetail Support is not able to adjust device settings on your behalf, but your IT team should be familiar with this fix.
After creating a new Client Secret Key, a Dovetail workspace admin can follow these steps:
1. Navigate to [**⚙️ Settings > Authentication > Authentication connections**](https://dovetailapp.com/settings/authentication)
2. Click "Edit" on your SSO connection and update your Client Secret
3. Click "Save" to save the changes
# Start by role
Source: https://docs.dovetail.com/help/start-by-role/index
Where to start in Dovetail based on your role, with a short first path for product, design, research, support, sales, and marketing.
Dovetail is used well beyond research teams. Everyone works from the same material — interviews, tickets, reviews, and survey responses in one place, each answer traceable to whoever said it. What that’s worth depends on your job. Pick yours below.
Decide what to build next.
Ground decisions in evidence.
Analyze faster, share wider.
See what’s breaking.
Walk in already informed.
Use customers’ own words.
Agents are not available on free plans. Everything else on this page works on any plan.
***
## Product management
**What you get:** a ranked view of what’s worth doing next, with the evidence and the revenue behind each item, instead of a backlog built from whoever asked loudest. The case comes with the link to who asked and what it’s worth.
**Start here**
1. Create a [channel](/help/channels) over your support tickets, reviews, and survey responses. Channels 2.0 groups them into **Ideas**, ranked by severity, frequency, accounts affected, and ARR.
2. Open an idea and check the **Evidence** behind it — the original tickets and quotes are one click away — then send it to Jira or Linear.
3. Ask [Chat](/help/chat) the questions you’d normally assign to someone: *“What have customers actually said about \[feature]? Show me the quotes.”*
**Steal this agent:** [Feature request ARR calculator](/help/agents-use-cases/product-and-research) — past a mention threshold, it sums the ARR behind a request and opens a ticket with top quotes.
***
## Product design
**What you get:** the evidence behind a design decision, and a customer you can put questions to between research rounds. Pressure-test a direction before it’s built, and bring the clip of a user saying it to critique.
**Start here**
1. Create a [project](/help/projects) for your usability sessions and interviews. Recordings are transcribed and summarized automatically.
2. Mark the moments that matter as [highlights](/help/projects/highlights) — each becomes a shareable video or audio clip for a critique or a [doc](/help/docs/getting-started-with-docs).
3. Build a [Digital Twin](/help/agents/digital-twins) of the segment you’re designing for, attach a mockup in [Chat](/help/chat), and ask what it thinks. Answers trace back to a real interview or ticket.
**Steal this agent:** [Power user persona twin](/help/agents-use-cases/digital-twins-experts) — pushes back when a concept misses what long-time users care about.
***
## User research
**What you get:** the analysis busywork handled, and findings stakeholders can self-serve rather than queue for. Your queue caps how much research a team gets, and doc metrics tell you who read the write-up.
**Start here**
1. [Import your data](/help/projects/import-data-to-projects) into a project — interviews, usability sessions, survey responses, then set the project’s **Context** so Dovetail’s AI knows what you’re investigating.
2. Build your evidence layer with [highlights](/help/projects/highlights) and [tags](/help/projects/project-tags), then write up findings in a [doc](/help/docs/getting-started-with-docs) with a [highlight reel](/help/projects/highlight-reels) so people hear the customer.
3. Point stakeholders at [Chat](/help/chat), including [in Slack and Teams](/help/chat/chat-in-slack-and-teams), so repeat questions stop landing in your inbox.
**Steal this agent:** [Weekly research digest](/help/agents-use-cases/product-and-research) — pulls the week’s findings, groups them by theme, and posts to your product channel.
***
## Customer experience and support
**What you get:** the patterns underneath your ticket volume, and a way to tell customers when their complaint is fixed. Instead of arguing an issue is big, show the accounts and revenue behind it, in the terms product prioritizes with.
**Start here**
1. Create a [channel](/help/channels) from your helpdesk — Zendesk, Intercom, Freshdesk, Front, and more connect directly, or import a CSV.
2. Use **Evidence** to check whether a spike is real, and the activity-over-time view to see when it started.
3. Track CSAT, NPS, and sentiment on a [dashboard](/help/dashboards), then drill into the feedback driving a change. When an idea moves to **Resolved**, **Notify customers** drafts a personalized update to everyone whose feedback contributed.
**Steal this agent:** [Known issues expert](/help/agents-use-cases/support-risk-quality) — @mention it mid-ticket with a bug description; it returns whether it’s known, its status, and any workaround.
***
## Sales and customer success
**What you get:** everything an account has ever told you, before the call rather than buried in someone else’s notes — including conversations from before you owned the account.
**Start here**
1. Connect your CRM so [contacts](/help/contacts/index) carry through to feedback: Dovetail enriches from Salesforce or HubSpot, so company, plan tier, and ARR sit beside what was said.
2. Ask [Chat](/help/chat) about an account or a segment: *“What are churned accounts saying about pricing compared to customers who expanded?”* Every answer is cited.
3. Connect Salesforce, Slack, or Gmail in Chat to act on what you find — update a record, draft the follow-up — without leaving the conversation.
**Steal this agent:** [Closed won CS handoff](/help/agents-use-cases/sales) — on close, it compiles stated goals, promises, and concerns into a handoff doc and tags the CSM.
***
## Marketing
**What you get:** the exact language customers use about their problems, and proof for the stories you tell. Positioning comes from what customers already said, and every claim has a quote under it.
**Start here**
1. Create a [channel](/help/channels) across reviews, surveys, and NPS responses to hear what customers say when your team isn’t in the room.
2. Ask [Chat](/help/chat) with web search on to compare customer language with what competitors are shipping.
3. Track keyword frequency and sentiment on a [dashboard](/help/dashboards) to catch vocabulary shifting before a campaign ships on the old words.
**Steal this agent:** [Weekly customer language digest](/help/agents-use-cases/marketing-and-growth) — the phrases customers used this week, grouped by theme, each with a real quote.
***
## Where to go next
* [What is Dovetail?](/help/what-is-dovetail/index) for how Projects, Channels, Chat, and Agents fit together.
* [Agent use cases library](/help/agents-use-cases/index) for prompts organized by team, well beyond the one above.
* [Dovetail terminology](/help/dovetail-terminology/index) if a word on this page is new to you.
# Taxes and fees
Source: https://docs.dovetail.com/help/taxes-and-fees
How GST, VAT, and US sales tax are applied to Dovetail invoices based on your shipping address, and how to claim a tax exemption.
All sales are made from Dovetail Research Pty. Ltd. (Dovetail), an Australian legal entity, and therefore we are a non-resident tax supplier in all other countries, jurisdictions or regions outlined below.
Generally, any applicable taxes (GST, VAT, US Sales Tax, etc.) will be calculated based on your **shipping address** and in any country, jurisdiction or region where Dovetail is currently registered and obligated to collect tax. A full list of those countries, jurisdictions or regions are below.
All Dovetail invoices and VAT charges are billed in **USD**, regardless of your shipping address or local currency.
## Australian Goods and Services Tax (GST)
Effective from 14 February 2022, all sales made to a customer’s **shipping address** based in Australia will have 10% GST added in addition to the total invoice amount.
## Value Added Tax (VAT)
### European Union
Effective from 14 February 2022, we are registered in Ireland under a non-union OSS VAT scheme. We only apply VAT in addition to the total invoice amount based on the **shipping address**, and/or if no valid VAT ID or no exemption form has been supplied at the time of payment.
If you are eligible for a VAT exemption, please [contact us](https://dovetail.com/help/contact/form/) with your exemption form and we can update your status to be tax exempt.
### United Kingdom
Effective from 1st February 2023, we will only apply a 20% VAT on top of your total order amount based on the **shipping address** and/or if no valid VAT ID or no exemption form has been supplied at the time of payment.
If you are eligible for a VAT exemption, please contact us with your exemption form and we can update your status to be tax exempt.
## US Sales Tax
We will only apply US sales tax on your orders if the **shipping address** is based in the US states and territories listed below after our date of registration and if no valid exemption documentation has been provided at the time of payment.
If you are eligible for sales tax exemption, kindly submit your exemption certificate so we can update your status to be tax-exempt. [Contact us](https://dovetail.com/help/contact/)
| **US State** | **Tax Rate** | **Effective Date** |
| :------------ | :----------- | :----------------- |
| Massachusetts | 6.25% | 1st June 2022 |
| Pennsylvania | 6% | 1st April 2024 |
| Washington | 6.5% | 1st April 2024 |
| New York | 4% | 8th September 2025 |
| Texas | 8.25% | 1st July 2026 |
| Arizona | 8.3% | 1st May 2026 |
## Canadian Taxes
### GST
Effective 1st June 2022, Dovetail will collect goods and services tax (GST) in select Canadian provinces and territories. 5% GST will apply to orders from Alberta, British Columbia, Manitoba, Northwest Territories, Nunavut, Quebec, Saskatchewan, and Yukon. See HST below for remaining Canadian provinces and territories.
### HST
Effective 1st June 2022, Dovetail will collect harmonized sales tax (HST) in select Canadian provinces and territories. 13% HST will apply to orders from Ontario; 15% HST will apply to orders from New Brunswick, Newfoundland and Labrador, Nova Scotia, and Prince Edward Island. See GST above below for remaining Canadian provinces and territories.
Note: As Canada has two levels of taxation, GST/HST will be in addition to the provincial taxes Dovetail collects as below:
* Quebec: 5% GST + 9.975% QST
* Saskatchewan: 5% GST + 6% PST
### PST
In accordance with Canadian tax legislation, provincial sales tax (PST) will be applied only to orders from provinces where exemption documentation has not been supplied at the time of payment. Dovetail will collect from the below province as of the effective date of registration:
| **Province** | **Tax Rate** | **Effective Date** |
| :--------------- | :----------- | :----------------- |
| Saskatchewan | 6.00% | 1st June 2022 |
| British Columbia | 7.00% | 1st February 2023 |
### QST
Effective from 1st June 2022, Dovetail, as a foreign specified supplier of electronic services, is required to collect 9.975% QST on sales made to consumers in Quebec. If a valid QST Tax ID is supplied for a Business Customer, no QST is charged at the time of payment.
# Technical limits
Source: https://docs.dovetail.com/help/technical-limits
Dovetail's limits for users, projects, folders, contacts, notes, file sizes, transcription length, CSV imports, and supported browsers.
## Overview
Dovetail utilizes a number of state-of-the-art web technologies made only available in the newest versions of web browsers with technical limits. These limits are in place so we can guarantee all customers a great experience. We revisit these limits from time to time as we improve the product and test it at scale.
***
## Workspace limits
* 2,000 users, please do not hesitate to [contact our team](https://dovetail.com/help/contact/) if you require more than 2,000 users in your workspace
* Projects per workspace: 1,000
* Projects per folder: No limit, **but** **subject to the 1,000 projects per workspace limit**
* Folder nesting depth: 5 levels maximum
* Contacts per workspace: 50,000
## Project limits
* 10,000 notes per project
* 1,000 docs, notes, or highlights displayed at once on a project view
## File limits
* 20MB image size for inline previews
* 10GB limit on video, audio, and PDF files
* The maximum file size for API uploads is **10 GB**. Multi-part upload is supported for large files, allowing uploads to recover from interruptions without starting over.
* 4-hour maximum video/audio length per transcription
* There is a 5,000-row limit on imported CSV files
* The maximum length for notes is 300,000 characters
## Supported browsers
Dovetail utilizes several state-of-the-art web technologies that are only available in the newest versions of web browsers. We are committed to ensuring that Dovetail works effectively on all modern web browsers.
We support versions released within the last 12 months for most modern browsers.
***
The image should be under 256 million pixels. If you receive an error message that it exceeds this limit, we recommend cropping your image.
For best results, we recommend an aspect ratio of 9:4 (2.25:1).
# Two-factor authentication
Source: https://docs.dovetail.com/help/two-factor-authentication/index
Add two-factor authentication to your Dovetail account with an authenticator app, including requirements and limits for SSO users.
## Overview
Two-factor authentication (2FA) adds an extra layer of security to your Dovetail account. When enabled, you’ll verify your identity using an authenticator app each time you sign in, protecting your account even if your password is compromised.
***
Available on all plans
## What to know before you get started
Before your start configuring two-factor authentication, review the below requirements and dependencies.
### Who can use two-factor authentication?
2FA is available for users who sign in with a password.
**Important limitations:**
* **SSO users:** If you sign in using SSO, Google, or Microsoft, 2FA is not available in Dovetail. Your identity provider may enforce MFA through their own security policies.
* **Free plan users:** By default, free plan users don’t have access to Authentication settings, so password, Google, and Microsoft login methods are automatically enabled.
### Requirements
Before you can enable MFA, you’ll need:
1. **Password authentication enabled** in your workspace’s Authentication settings
2. **To be logged in** using a password-based account (not SSO, Google, or Microsoft)
3. **An authenticator app** installed on your mobile device, such as:
* Google Authenticator
* Authy
* Microsoft Authenticator
* 1Password
* Or any other TOTP-compatible authenticator app
If requirements one and two are met, users will see the following option within Authentication settings:
***
## How to set-up 2FA
1. Click your profile menu and select **Settings**
2. In the left sidebar, navigate to **Your Profile > Account**
3. Scroll to the **Multi-factor authentication** section
4. Click **Enable**
5. On the "Secure Your Account" screen, scan the QR code using your authenticator app
6. Enter the 6-digit verification code generated by your authenticator app
7. Click **Continue** to complete the setup
Once enabled, you’ll be asked to enter a code from your authenticator app every time you sign in.
If you have trouble scanning the QR code, most authenticator apps also offer a "Trouble Scanning?" option that allows you to manually enter a setup key.
***
## Signing in with 2FA
After 2FA is enabled, your sign-in process will include an additional step:
1. Enter your email and password as usual
2. You’ll see a "Verify Your Identity" screen
3. Open your authenticator app and locate the 6-digit code for your Dovetail account
4. Enter the code in the provided field
5. (Optional) Check "Remember this device for 30 days" to skip MFA verification on this device for 30 days
6. Click **Continue**
The verification codes refresh every 30 seconds, so make sure to enter the current code before it expires.
**Best Practices**
* **Use a trusted device:** Only enable "Remember this device for 30 days" on devices you own and trust
* **Keep your authenticator app secure:** Protect the device running your authenticator app with a passcode or biometric lock
* **Don’t share codes:** Never share your one-time codes with anyone, including support staff
***
## Managing your 2FA settings
### Disabling 2FA
If you want to turn off 2FA:
1. Go to **Settings** > **Your profile** > **Account**
2. In the **Multi-factor authentication** section, you’ll see your authenticator app status showing "Verified"
3. Click **Reset**
4. Confirm by clicking **Reset and log out**
**Note:** Resetting 2FA will automatically log you out so the changes take effect. When you log back in, you’ll be able to choose a new authentication method or re-enable 2FA.
### Lost access to your authenticator app?
If you lose access to your device or authenticator app and can’t sign in:
1. Contact our support team for assistance
2. Support will verify your identity and reset 2FA for your account
3. Once reset, you’ll be able to sign in with just your password and can set up 2FA again if desired
**Important:** For security reasons, only you can disable 2FA while signed in. If you’re locked out, support assistance is required.
***
## FAQs
Currently, Dovetail only supports authenticator apps for 2FA. SMS and email options are not available.
Before switching devices, disable 2FA in your settings, then re-enable it on your new device. If you’ve already switched and can’t access your codes, contact support for a reset.
Currently, 2FA is optional and managed individually by each user. Workspace-wide enforcement is not available at this time.
Yes, unless you check "Remember this device for 30 days" during sign-in. This option skips 2FA verification on that specific device for 30 days.
Users can use any authentication app (ex: Okta verify, 1password, Google authenticator)
# Update your subscription
Source: https://docs.dovetail.com/help/update-your-subscription
Add or remove paid seats, update billing details and payment method, change your Channels data limit, or cancel your subscription.
## Overview
Admins can update their existing paid workspace subscription via ⚙️ [Settings](https://dovetail.com/settings/billing) → [Billing](https://dovetail.com/settings/billing). To navigate to Settings:
1. Click the **(☰)** icon at the top left corner of the page to open the main menu. Alternatively, press the **\[** keyboard shortcut.
2. Click **(⋯) More → Settings**.
3. From there, select **Billing**.
This includes adding or removing paid seats, updating billing information, or changing your workspace’s payment method or plan.
**Important:**
* You **cannot** purchase a new paid plan from ⚙️ Settings → Billing
* You can only modify an existing paid subscription
* If your workspace is currently on the Free plan, you cannot upgrade in-app because we no longer offer self-serve paid plans
* If your workspace is currently on the Free plan and you want to upgrade, you must contact Sales
* If you previously canceled a paid self-serve subscription, you will not be able to resubscribe from the Billing page
* Customers on an Enterprise or legacy Business plan must contact their Customer Success Manager to change, downgrade, upgrade, or cancel their plan
***
## Add or remove paid user seats
Admins can update their subscription at any time.
* To do this, open ⚙️ [Settings ](https://dovetailapp.com/settings/billing)→[ Billing](https://dovetail.com/settings/billing) and select `Modify plan`. After making the required changes, continue through the billing flow. To confirm, select `Update plan`.
To remove seats from your subscription, you’ll first need to make sure the users occupying those seats are no longer paid users.
* **Professional plan (retired)**: [**Remove the user(s) from your workspace**](https://docs.dovetail.com/help/user-roles/#remove-users-from-your-workspace) so they no longer take up a paid seat.
* **Earlier legacy Professional plan**: **[Remove the user(s) from your workspace](https://docs.dovetail.com/help/user-roles/#remove-users-from-your-workspace),** or you can downgrade their role to a free viewer via [**Settings → Users**](https://dovetail.com/settings/users).
After adjusting user roles or removing them, go to [**Settings → Billing**](https://dovetail.com/settings/billing) and select **Modify plan** to reduce the number of paid seats.
***
## Update billing and shipping details
Admins can update billing and shipping details at any time. Customer details include your organization name, billing email, and your full organization address. This information is used by us for tax purposes, and the email address is where payment receipts, pricing updates, and other important announcements are sent. It’s important you keep these details up-to-date.
* To update your details, open ⚙️ [Settings → Billing](https://dovetail.com/settings/billing), and click `Edit` next to **Billing**.
* From there, make the appropriate changes to your details and `Save`.
***
## Update credit card
If the payment method for your subscription is set to **Credit card**, we’ll automatically charge your card at the start of each billing period (month or year). Please ensure your card details are up-to-date and you have enough funds available for the payment.
* To update your card details, open ⚙️ [Settings ](https://dovetailapp.com/settings/billing)→[ Billing](https://dovetail.com/settings/billing), enter your new card details under Card details, and press `Update`. This will replace any existing card details and will become your nominated card for future payments.
***
## Add or reduce data point limit for Channels
By default, all workspaces have 1,000 data points per month included in their plan for dedicated use in Channels. If the option to increase your data points is unavailable, please **[contact our Sales team](https://dovetail.com/contact-sales/).**
At any time, you reduce the data point limit needed for your workspace in ⚙️ [Settings ](https://dovetail.com/settings/billing)→[ Billing](https://dovetail.com/settings/billing). When decreasing your limit, the new limit will apply immediately and no new data will appear in Channels. Any historical data will still be available.
If you are interested in purchasing a Channels add-on for over 1,000 data points per month, you’ll need to [contact sales](https://dovetail.com/contact-sales/) directly.
***
## Downgrade or delete your subscription
Workspace admins can downgrade or delete their subscription at anytime. To cancel your subscription, you can either downgrade to the free plan or delete your workspace.
### Downgrade subscription:
* To downgrade your paid subscription, a *workspace admin* can navigate to ⚙️ [Settings → Billing ](https://dovetailapp.com/settings/billing)→ Click `•••` → Select `Downgrade to Free`.
* From there, complete all required steps to downgrade your workspace. Your workspace will move to the Free plan at your *next* billing cycle.
### Delete your workspace:
Only workspace admins can delete workspaces. When you delete your workspace, we will process the deletion in accordance with our [Data Management Policy](https://trust.dovetail.com/resources?s=82nsctthq56r0gsainvev\&name=data-management-policy), available in our [Trust Center](https://trust.dovetail.com/resources?s=izirukid0a5kv9ncg8s4nu).
* A workspace admin can navigate to [**⚙️ Settings → Workspace**](https://dovetail.com/settings/) Settings → select `Delete workspace`.
* From there, type `"DELETE WORKSPACE"` into the confirmation field to confirm your action, and then click `"I understand the consequences - delete this workspace!"` to confirm the deletion.
Your subscription will be canceled and deleted immediately. If you proceed with deleting your workspace, your workspace and its data will be deleted immediately and cannot be undone. As per our [Master Subscription Agreement](https://dovetail.com/legal/master-subscription-agreement/), we will not provide a refund for any remaining time in your current billing period.
* Your data will be deleted in accordance with our data retention policy.
* If you do choose to subscribe again, the price may have changed or your previous plan may no longer be available.
Deleting your workspace is permanent and cannot be undone. There is no going back once you delete a workspace: all of your projects, data, highlights, tags, insights, and users will be gone forever.
***
## What happens to your data after cancellation
When you downgrade to the Free plan, your paid subscription continues until the end of your current billing period, and your workspace moves to Free at the start of the next billing cycle. During and after this transition:
* **All existing projects remain visible** so you can review and export your data before the change takes effect.
* Once your workspace is on the Free plan, the **1-project limit** applies. If your workspace has more than one project at that point, it will be placed in **read-only** mode until you’re within the project limit.
* Dovetail does **not** automatically delete projects when you go over the limit. Nothing is scheduled for deletion — you choose which projects to keep and which to remove.
If you’ve already been downgraded and can’t manage your projects because your workspace is in read-only mode, contact us at [support@dovetail.com](mailto:support@dovetail.com) and request to speak to a live agent.
The Free plan allows only **1 project**. If your workspace has multiple projects, export your data **before** downgrading so you have a copy of anything you plan to remove.
### Downgrading or canceling your plan when the current admin is no longer at the company
For the full verification process and all options when a workspace admin is unavailable, see [What are our options if the workspace admins are no longer available?](https://docs.dovetail.com/help/user-roles#what-are-our-options-if-the-workspace-admins-are-no-longer-available).
***
## FAQs
Invoice payments are available on the **Enterprise** plan. Customers on legacy self-serve plans pay by credit card.
No. Enterprise customers need to reach out to their assigned CSM in order to cancel. If you’re not sure who your CSM is, please reach out to our support team for assistance.
A paid workspace must first be canceled or downgraded to the **Free** plan before it can be manually deleted. If you’d like to delete your workspace, contact your Customer Success Manager to discuss cancellation or downgrade options. Once your subscription is no longer active, you can proceed with manually deleting your workspace.
Dovetail currently offers a **Free** plan and an **Enterprise** plan. Our self-serve paid plans — including Professional and Business — have been retired and are no longer available for new subscriptions.
If you’re on one of those plans, your subscription continues as normal and you keep access to it. However, if you cancel or move to a different plan, you won’t be able to resubscribe to it.
We don’t offer a self-serve option to switch back to retired plans. If you need to make changes to your subscription, [contact our Sales team](https://dovetail.com/contact-sales/).
Existing customers on a retired self-serve plan can continue using their current subscription after renewal. Your plan and access remain unchanged unless you choose to make a change.
If you cancel or switch to another offering, you’ll be choosing from our current plans — Free, or Enterprise via [our Sales team](https://dovetail.com/contact-sales/).
All Dovetail plans are subject to automatic renewal as outlined in your Master Services Agreement (MSA).
No. Self-serve plans automatically renew at the end of each billing period and cannot be set to expire automatically. If you no longer wish to continue on a paid plan, you can downgrade your workspace to the Free plan. Your workspace will remain on the paid plan until the end of your current billing period and will then move to Free.
If you're on a Business or Enterprise plan and do not intend to renew your agreement, please contact your Customer Success Manager (CSM) at least 30 days **before** your renewal date. They can guide you through the cancellation process and discuss any next steps.
# User groups
Source: https://docs.dovetail.com/help/user-groups/index
Organize users into groups so admins can grant or restrict access to folders and projects for a whole team at once.
Available on **Enterprise** and **Business (Legacy)** plans.
## Overview
Enterprise workspace admins can organize users into groups to make managing access permissions easier across the workspace. With user groups, you can grant or restrict access to content for multiple users at once so that you don’t need to manage permissions individually.
***
## Create a user group
User groups are an easy way for managers and contributors to securely manage access to data across the workspace without having to divide your people into different workspaces. They are created and managed by admins.
Most organizations create user groups to reflect teams of people who should have the same level of access to data. Structure user groups by functional teams or any meaningful group of people in your organization so you can set varied and granular permissions for whole teams.
* To create a new user group, go to [⚙️ Settings → User groups](https://dovetail.com/settings/groups) and select `New Group`.
* From there, add and manage individual users in the group.
***
## Add or remove users in a group
* To add or remove users from a user group, open [⚙️ Settings → User groups](https://dovetail.com/settings/groups), navigate to the group and expand it by pressing the arrow to the left of the group name.
* From there, press `Add members` to add new users or press `X` next to an existing member to remove them.
When added to a group, users adopt the group’s permissions, which may change
their access level to folders and projects across your workspace.
***
## Delete a user group
* User groups can be deleted by navigating to the group, clicking ••• and selecting `Delete`.
If the deleted group had access to restricted work, you may be asked to assign a new owner to take over the group’s permissions.
# Add, remove and manage users
Source: https://docs.dovetail.com/help/user-roles/index
Invite people to your workspace, assign roles and admin access, restrict who can invite others, and remove users who no longer need access.
Free and Professional workspaces can invite new users to their workspace. However, user roles are available only on the *legacy* Professional, Business, and Enterprise plans.
**Admin** access can be granted to any user on any plan.
## Add new users to your workspace
All users invited to the most recent Professional plan will occupy a paid seat.
### Invite via email
You can invite new users to your workspace from the **Users** settings page.
### Current Professional plans
1. Navigate to [**⚙️ Settings → Users**.](https://dovetail.com/settings/users)
2. Enter the email address of one or more users.
3. Select **Invite users**.
Once invited, the user will receive an email invitation to join your workspace.
***
### Legacy Professional, Business, and Enterprise workspaces
User invitation permissions depend on your role:
* **Admins** can invite users at **any role level**.
* **Non-admin users** can only invite others at a role **equal to or lower than their own**.
* For example, if you are a **Contributor**, you can invite users as either Contributors or Viewers.
To invite a user:
1. Navigate to **[⚙️ Settings → User](https://dovetail.com/settings/users)s**.
2. Enter the email address of one or more users.
3. Select **Invite users**.
For these workspaces, you will also need to **assign a role** to the user before sending the invite.
***
#### Managing and restricting who invites users
**Workspace admins** on **Business** and **Enterprise** plans with user roles can manage and restrict who invites new users via ⚙️ **[Settings → ](https://dovetail.com/settings/authentication)Security settings.**
**Who can invite new users:**
This allows you to restrict users from inviting other users. Select between "**Admins only**" or "**Anyone**".
**Who can invite users as contributors or managers:**
This allows you to restrict users from distributing paid seats. Select between "**Admins only**" or "**Anyone**".
***
### Manage pending invites
Pending invitations appear at the **top of the Users page**, where you can:
* **Resend** an invitation
* **Revoke** an invitation
**Note:** Invited users who are assigned a role other than **Viewer** will occupy a **paid seat**, even if the invitation has not yet been accepted.
A workspace invite remains active 14 days from the date it was created.
***
### Managing automatic account creation
Workspace admins can enable **automatic account creation**, allowing users with an approved email domain to join a workspace when they create a Dovetail account. Automatic account creation is enabled by default.
For example, if your organization has approved the domain **@[acme.com](http://acme.com)**, anyone who signs up for Dovetail using an **@[acme.com](http://acme.com)** email address will automatically be added to the workspace as a **Viewer**.
**Note:** Automatic account creation is **not** available on the most current Professional plan. If you see a diamond icon next to this setting in **⚙️**[Settings → Authentication](https://dovetail.com/settings/authentication), this feature is **not** available on your plan, and automatic account creation will be enabled by default.
#### Set up automatic account creation
1. If you haven’t already, add an approved email domain under **⚙️**[Settings → Authentication](https://dovetail.com/settings/authentication) → **Automatic account creation**
2. Enable or disable **Automatic account creation** by toggling the setting on or off.
Once enabled, any user who creates a Dovetail account with an approved email domain will automatically be granted access to the workspace as a Viewer.
***
## User management
Only admins will be able to manage:
* Users roles
* Deleting or deactivating users
* Granting or revoking admin status
***
## Remove users from your workspace
Workspace admins have two options available if they need to remove a user from the workspace:
* **Deactivate user** → If a user is deactivated, they will no longer have access to the workspace, but their account will still exist in case you wish to reactivate them later. Additionally, deactivated users will continue to appear as authors on their contributions.
* **Delete user** → If a user is deleted, their account will be completely removed and cannot be added back. Their contributions will remain in the workspace, but they will be removed as authors.
**Important for Business and Enterprise plans:**
If the user being removed is the only person with **Full access** to a folder, project, channel, or other private content, Dovetail will automatically update permissions to ensure the content remains accessible. Full access will be granted to workspace admins who are also managers. If no workspace admins are managers, Full access will be granted to all managers. More information can be found [here](https://docs.dovetail.com/help/access-and-permissions/index#access-private-content-after-a-user-is-removed-from-your-workspace).
***
## User roles
In Free and Professional workspaces, all users count toward a paid seat. In Enterprise, Business, and *legacy* Professional workspaces, three roles can be assigned to users: **Viewer**, **Contributor**, and **Manager**.
To update a user role, navigate to **[⚙️ Settings → User](https://dovetail.com/settings/users)s** → Locate the user and click their role drop-down, and select the new role.
| **Role** | **Description** |
| :---------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Manager | Anyone who will be contributing to work as well as managing the workspace, including project settings, workspace-wide tags and fields, should be added as a manager. |
| Contributor | Anyone conducting research by viewing, contributing to, and analyzing data should be added as a contributor. This is the most common user type for people who are using Dovetail for lightweight or formal research. |
| Viewer | Anyone who will only be reading research outputs, but not editing any data, should be added as a viewer. Viewers are free to add and unlimited. |
Each user role has a different set of permissions.
| Permission | Viewer | Contributor | Manager |
| :-------------------------------------------------------------- | :----- | :---------- | :------ |
| Can view, comment, and share projects | ✔ | ✔ | ✔ |
| Can subscribe to notifications | ✔ | ✔ | ✔ |
| Can use Chat to ask questions and chat with Agents 2 | ✔ | ✔ | ✔ |
| Can contribute data to projects | | ✔ | ✔ |
| Can create and manage projects | | ✔ | ✔ |
| Can configure access control 1 | | ✔ | ✔ |
| Can create workspace tags and fields 1 | | ✔ | ✔ |
| Can create templates 1 | | | ✔ |
| Can add transcription vocabulary 1 | | | ✔ |
| Can edit home and feeds 1 | | | ✔ |
1. Available on Enterprise
2. Viewers can start conversations and chat with Agents or Digital Twins they have access to, but can’t create or modify workspace content (e.g., creating docs or Agents) from chat. This always requires a paid seat.
Please note that Viewers are only available on select legacy plans and on our Business and Enterprise plans.
***
## Grant admin access to users
Workspace admins can grant admin access to any user in the workspace. Only existing admins can assign or remove admin access.
> **Workspaces that include user roles:** Managers, Contributors, and Viewers can be granted admin access in addition to their workspace role.
Users with admin access can:
* Manage billing and subscriptions
* Deactivate or delete users
* Configure workspace branding
* Manage authentication and security settings
* Delete the workspace
To grant admin access, hover over the user’s name, click **•••**, and select **Grant admin access**.
***
## What are our options if the workspace admins are no longer available?
For security and privacy reasons, we’re unable to change a user’s role or make account-level changes without approval from a workspace admin.
If your workspace admin is unavailable, we recommend the following options:
### Option 1: Ask your IT team to access the workspace
In many cases, your company’s IT team may have access to the workspace admin’s email account. They can use the admin login details to sign in and update user roles directly.
### Option 2: Confirm through the billing contact
If there is a separate billing contact listed for the workspace, they can contact us to confirm which current user should be assigned as a workspace admin.
### Option 3: Provide verification documentation
If no workspace admin or billing contact is available, and your IT team is unable to access the admin email account to make the change internally, please provide:
* A signed and dated letter on company letterhead from your department head
* An explanation of the circumstances
* Confirmation of the requested change (for example, the user and email address that is currently a user that should be made a workspace admin, or a request to cancel the account, etc)
You can email this information to [**support@dovetail.com**](mailto:support@dovetail.com) for review. Alternatively, you can ask Fin, our AI support agent, to escalate your conversation to a human support specialist who can review your request.
Once we receive the required documentation, our team can review the request and determine the next steps.
***
## FAQs
No, Viewers do not have edit access within the workspace. So, they will not be able to add or edit applied filters within a project.
# Glean
Source: https://docs.dovetail.com/help/using-dovetail-with-glean/index
Index Dovetail docs and data into Glean with a custom connector so teams can find customer insights from Glean search and chat.
Many organizations use **Glean** to search across their internal knowledge base and tool stack. You can make your **Dovetail data and docs discoverable in Glean** by indexing Dovetail content into your Glean tenant.
This guide explains how the two systems work together and what your team needs to set it up.
## What this integration provides
When connected, you can:
* Search across Dovetail docs directly from Glean
* Use Glean Chat to answer questions using your research data
* Distribute customer insights to Sales, CS, Product, and Support teams
* Keep permissions intact so users only see what they should
## How it works
Dovetail acts as a **source of data**, and Glean acts as a **search and distribution layer**.
To connect them, your engineering team sets up a **custom connector** that:
1. Fetches content from Dovetail (via API or export)
2. Pushes that content into Glean using Glean’s **Indexing API**
3. Syncs on a schedule to keep content up-to-date
Once indexed, Dovetail content becomes part of Glean’s search and chat experience.
## Technical requirements
To set up this connection, you’ll need:
### 1. Access and credentials
* **Dovetail** admin access (to fetch doc content)
* **Glean** admin access (to configure a custom connector)
* A **Glean Indexing API** token for pushing content
* **Dovetail API token** if you’re using the API for extraction
### 2. Engineering resources
Your team should be comfortable with:
* Calling REST APIs
* Handling auth tokens
* Running scheduled sync jobs or webhooks
* Mapping access permissions for users
Languages commonly used: Node.js, Python, Go — take your pick.
### 3. Hosting for the connector
You’ll need somewhere to run the sync job — e.g.:
* AWS Lambda
* Google Cloud Functions
* Azure Functions
* Any container/VM
## Data types you can index
You can index and [reference in Dovetail’s API](https://developers.dovetail.com/reference/get_v1-token-info). Most teams index:
* Docs
* Tags
* Highlights
* Projects
* Channels
* Contacts
## Permissions and access control
To keep information secure, the connector should:
* Assign **document-level permissions** based on Dovetail access
* Match users by **email** or **SSO identity**
* Update permissions during each sync
## Syncing and freshness
Most organizations sync:
* **Daily** for general research
* **Hourly** for active research cycles
* **On-change** if using Dovetail webhook events
You can choose what makes sense for your workflow.
## What your engineering team builds
Your connector will need to:
1. **Fetch** content from Dovetail (API/export/database)
2. **Transform** objects into Glean’s indexing format
3. **Push** documents via Glean’s Indexing API
4. **Handle** permissions
5. **Schedule** recurring syncs
Once deployed, it becomes a “set and forget” pipeline.
## Limitations to be aware of
* There is currently **no native 1-click integration**
* Requires **engineering support** to set up
* Content freshness depends on your sync interval
# Voice of customer
Source: https://docs.dovetail.com/help/voice-of-customer/index
Set up a voice-of-customer program in Dovetail across four stages: centralize feedback, make sense of it, make it self-serve, and close the loop.
A voice-of-customer (VoC) program collects customer feedback from every channel it arrives on and analyzes it in one place, so support, sales, research, and product work from the same view rather than each assembling their own.
This page covers setting one up in Dovetail. Sources route into a single pipeline and are analyzed consistently, producing a ranked list in which each item records the accounts affected and the revenue they represent. Prioritization can then be based on revenue and account reach rather than request volume alone.
Dovetail’s VoC workflow is built on [Channels](/help/channels). If you’re setting one up for the first time, read [Channels 2.0](/help/channels) first — it’s the model this page assumes.
***
## Stage 1: Centralize the feedback
Connect the sources where customers already talk to you: support tools, review sites, surveys, product analytics, and sales calls. Anything without an integration arrives by CSV, the [Dovetail API](/integrations/dovetail-api), or [Zapier](/integrations/zapier). Teams keep working in their existing tools, and Dovetail receives a copy of the feedback.
Every supported source, and how to connect and manage them in a channel.
### Decide what each channel is for
Do this before you connect anything. Combine sources when they support the same team, need the same context, and cover the same product area. Split them when they don’t, and use metadata and segment filters when one source spans several regions. A noisy source mix makes it hard to tell whether a pattern is real or an artifact of what you happened to connect.
Deeper research — interviews, usability tests, sales calls you want to analyze closely — belongs in [Projects](/help/projects) rather than a channel. Both feed the same workspace, so [Chat](/help/chat) and [Agents](/help/agents) reason across them together.
***
## Stage 2: Make sense of it
At real volume, nobody can read the raw feedback. [Channels 2.0](/help/channels) groups it into ranked **Ideas**, each backed by the **Evidence** behind it. Ranking weighs your business context, how often something comes up, how many accounts are affected, and how much ARR sits behind it. Every idea rolls up the data points, sources, contacts, and ARR behind it.
That roll-up is what makes an idea defensible in a planning review. Each item names the accounts it affects and the revenue they represent, and you can open its Evidence to read the original tickets and quotes.
### Give the channel context
Focus areas and linked workspace docs shape which ideas surface. Keep context to two or three goals, in plain language — adoption, usability, and reliability for a product team; recurring friction and satisfaction drivers for support.
Context that’s too detailed filters out signals that still matter. A channel told to focus only on onboarding for enterprise admins will miss setup friction from every other kind of user.
### Connect your CRM
Idea rollups show ARR, plan tier, and account only if your [Contacts database](/help/contacts/index) is connected to your CRM. Without it, ideas are ranked by volume alone.
Aim for at least 200 data points before you judge the quality of your ideas.
### Review as you go
Come back as volume grows. Check that your context still matches your goals, and merge overlapping ideas — slow load times and timeouts usually belong in one.
***
## Stage 3: Give teams direct access
A program that depends on one person to produce a monthly report creates a bottleneck. Anyone should be able to get an answer without asking that person first.
Cited answers to plain-language questions across projects, channels, and docs.
NPS, CSAT, sentiment, and keyword trends over time, with drill-in to the feedback behind every number.
Chat answers point-in-time questions, and every answer carries citations, so anyone can check a claim against its source. Dashboards show whether a measure is improving or declining over time. For teams who work in Slack or Microsoft Teams, [Chat in Slack and Teams](/help/chat/chat-in-slack-and-teams) returns the same answers without opening Dovetail.
***
## Stage 4: Act, and close the loop
Analysis and reporting can both be complete without any change reaching the product. This stage covers turning ideas into work.
Send an idea to Jira or Linear and the ticket stays linked to the feedback that prompted it, so you can trace a complaint through to the change that shipped. Configure an [Agent](/help/agents) to handle the recurring reporting — a weekly channel summary posted to Slack, an emerging-issue alert, or an escalation by email, so stakeholders receive it on schedule without anyone writing it. Use [Docs](/help/docs/getting-started-with-docs) and its Voice of Customer framework for writing that needs to persist, like quarterly reviews.
Then tell customers what changed. When you move an idea to **Resolved**, `Notify customers` drafts a personalized update to the contacts whose feedback drove it.
One person usually owns this work: keeping context current, tidying ideas, and confirming that resolved ideas are communicated back. The program produces a ranked list in which every item names its accounts and revenue, a record linking feedback to the work that shipped, and a recurring digest stakeholders receive without asking for it.
***
## Where to go next
Ideas, Evidence, context, and closing the loop.
Connect your CRM so ideas are weighted by account and ARR.
Pressure-test a decision against what a segment has actually said.
Every source you can connect to Dovetail.
# Web links
Source: https://docs.dovetail.com/help/web-links/index
Share data, highlights, and docs with people outside your workspace using a public web link, and control who is allowed to create one.
Available on [Professional and Enterprise plans](https://dovetail.com/pricing/).
## Overview
Create a unique web link to share data, highlights, and Docs with people who aren’t users in your Dovetail workspace. Web links for data and highlights are created and enabled per object, while doc web links are enabled per project, meaning that all docs within that project will be available to anyone with the unique web link.
***
## Create a web link for data and highlights
You can create a unique web link to share a highlight from an original interview, participant’s survey, or usability test. This will also enable any highlights created within the page to be viewable in a public view.
* To do this, open your data page, click on a highlight `Share`, and toggle on `Share to web`.
* Once enabled, click `Copy web link` and share this unique link with your team. From this link, anyone will be able to view this data page and any highlights within from your Dovetail workspace.
***
## Create a web link for Docs
To share Docs with those outside your Dovetail workspace, you can create a web link. At this time, this functionality can only be enabled at the project level and will be applied to all Docs in the project. This means that once enabled on a single Doc, **all** Docs in the same project will be viewable to others with access to this link.
### How to generate a web link
1. Open the Doc you want to share.
2. Click **Share** in the top-right corner.
3. Toggle "on" **Share to web**.
4. Copy the generated web link.
Anyone with access to the "Copy web link" can access the Doc, and **a**ll Docs within the project can be viewed via direct links, even when logged out.
For privacy reasons, search and answer blocks used in your doc will not be visible to users viewing your public doc.
***
## Disable web links for a workspace
Only [**Enterprise plans**](https://dovetail.com/pricing/) can disable the ability for users to create web links
Workspace admins can enable or disable this feature
If you’re on an **Enterprise** plan, admins can disable the ability to create web links for highlights and docs across the entire workspace.
* To do this, navigate to [**⚙️ Settings → Security**](https://dovetail.com/settings/security) and under Security, toggle on `Prevent users from creating web links`.
In addition, if you have the **HIPAA add-on**, the ability to create web links will be disabled by default for all projects in the workspace.
## FAQs
No. Any data, highlights, and docs that have been made shareable “to the web” are ***not*** indexed by search engines. So, the content won’t appear in Google or other search results. The only way someone can access the content is via the specific “Share to web” public link.
# What is Dovetail?
Source: https://docs.dovetail.com/help/what-is-dovetail/index
Dovetail is an AI-native customer intelligence platform for centralizing customer feedback, analyzing it at scale, and acting on what you find.
## Overview
Dovetail is the AI-native customer intelligence platform that helps organizations automate data aggregation, discover insights, and drive customer-centric decisions in one place.
With Dovetail, organizations can assemble customer data in one place, analyze qualitative data at scale, and act on important findings with stakeholders.
***
## Why use Dovetail?
The ability to connect with customers is now effortless, thanks to an abundance of tools and a focus on customer-centricity. However, the real hurdle isn’t talking, it’s listening—and making sense of what you hear. Customer feedback is typically fragmented across diverse teams and systems, making rapid, meaningful analysis difficult. This often results in internal misalignment, redundant work, and decisions driven by gut feelings.
Dovetail empowers you to overcome these challenges. Our AI-native customer intelligence platform centralizes and analyzes customer feedback with the speed your business requires, then puts [Agents](/help/agents) to work turning that intelligence into automated reporting and action. This enables your teams to quickly uncover insights, effectively prioritize roadmaps, ensure compliance, and confidently make customer-driven decisions every day.
***
## What can I use Dovetail for?
With Dovetail, you have the power to:
* Centralize customer feedback from research projects, support tickets, sales calls, surveys, and 30+ integrations in one place.
* Uncover patterns in data with advanced analysis features in both [Projects](/help/projects) and [Channels](/help/channels).
* Ask questions and get cited answers across your whole workspace with [Chat](/help/chat), instead of digging through dashboards.
* Automate recurring work — monitoring, reporting, and alerting — with [Agents](/help/agents), and pressure-test ideas against a [Digital Twin](/help/agents/digital-twins) built from real customer data.
* Run a single voice-of-customer program that gives every team, from product to CX, the same picture of what customers are saying.
* Ensure compliant data storage and processing.
***
## How do other organizations use Dovetail?
Organizations like [Canva](https://dovetail.com/customers/canva-ai/), [Okta](https://dovetail.com/customers/okta/), [Breville](https://dovetail.com/customers/breville/), [Atlassian,](https://dovetail.com/customers/atlassian-design/) and [Harvard Business Publishing](https://dovetail.com/customers/harvard-business-publishing/) leverage Dovetail to solve common challenges.
| Challenge | Impact |
| :--------------------------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Fragmented customer feedback** | Customer data is scattered across various teams, tools, and methods, making it difficult to centralize. |
| **Time consuming analysis** | Even with AI, the complexity of gathering and analyzing qualitative inputs like customer calls, support tickets, and app store reviews remains a significant hurdle. |
| **Lack of alignment across teams** | This leads to different teams operating with varying versions of the "voice of the customer," resulting in fragmented efforts, lack of focus, and inefficiencies. |
| **Connecting decisions to impact** | It’s crucial for businesses to directly link their decisions to downstream impacts, such as improved revenue and decreased churn, especially in today’s climate where critical business metrics are paramount. |
| **Data security** | Organizational and compliance constraints make it difficult to democratize customer intelligence. |
***
## Where does Projects fit in my workflow?
[Projects](/help/projects) are designed to fit into a researcher, designer, or product manager’s existing workflow after conducting a round of customer calls, usability tests, or a survey.
### Centralizing raw customer data
* High-density data like customer interviews, usability tests, industry reports, and sales calls can all be brought into a project and contribute to richer research output.
* Dovetail [integrates](/integrations/home) with tools like [Google Drive](/integrations/google-drive), [OneDrive](/integrations/microsoft-onedrive), [Zoom](/integrations/zoom), and [Zapier](/integrations/zapier), so bringing customer data into projects from your existing tool stack is seamless.
* Automatically import video recordings using calendar sync integrations with [**Google Calendar**](/integrations/google-calendar) or [**Outlook Calendar**](/integrations/microsoft-outlook-calendar) to remove manual burden.
### Making sense of themes in your data
* Raw video or audio files are automatically [transcribed](/help/projects/transcribe-and-translate) and [summarized](/help/projects/data-summaries) by AI to break down long customer interviews or calls into actionable takeaways instantly.
* For deep data analysis, key moments can be analyzed and broken down into [single quotes](/help/projects/highlights) in a project.
* [Single quotes](/help/projects/highlights) highlighted in transcripts create short video or audio clips, removing time-consuming editing software and processes.
### Synthesizing and summarizing findings
* You can create a summary of your findings from your synthesis or have AI take the first pass, which can be created directly into a [report](/help/projects/docs) within Dovetail.
* This report can contain a [video or audio reel of short clips](/help/projects/highlight-reels) as a compelling way to bring your customer’s voice to the forefront of your findings, connect recommendations to evidence, and gain trust and buy-in from your stakeholders.
* For deeper analysis, data can be regrouped into themes on a [canvas view](/help/projects/canvas-view/index#overview), powered by AI. This is a whiteboard where you can collaborate with your team to map your single points, similar to Miro, or using Post-it notes.
### Sharing and presenting your findings
* Outputs of customer research can be created, shared and presented to stakeholders directly from Dovetail to balance data ethics and responsible management of PII.
* If your organization uses tools like [Slack](/integrations/slack), [Teams](/integrations/microsoft-teams), [Notion](/integrations/notion), or [Productboard](/integrations/productboard), you can use our integrations to share assets in tools that your stakeholders already work within.
* Enable stakeholders to query, chat with, and self-serve customer knowledge with [chat](/help/chat) in Dovetail and [Slack and Teams](/help/chat/chat-in-slack-and-teams) with our enhanced integrations.
***
## Where does Channels fit in my workflow?
[Channels](https://dovetail.com/help/channels/) are designed to fit into a designer’s or product manager’s existing workflow when looking to gather real-time insights from high-volume feedback quickly and efficiently to build their product roadmap.
### Centralizing raw customer data
* High-volume, low density feedback data like support tickets, NPS scores, in-app reviews, and app store reviews can all be synced into a purpose-built channel for that data type.
* Dovetail [integrates](/integrations/app-store) with 10+ tools like [Zendesk](/integrations/zendesk), [Intercom](/integrations/intercom), and [Zapier](/integrations/zapier) so bringing customer data into Channels from your organization’s existing tool stack is seamless. You can also import data from any other app via CSV import.
### Identifying themes in your data
* Pieces of raw data imported into a Channel are used to automatically identify and group data into [themes](/help/channels). These themes are organized under pre-defined [high-level topics](/help/channels) to help you quickly understand opportunities, pain points, and customer needs.
* To stay up to date with feedback related to a product, initiative or an area of accountability, you can define your own topics of interest. Work hand-in-hand with our engine to influence how themes are surfaced as they emerge into areas of interest defined by you.
### Driving action from findings
* Quickly see a breakdown of feature requests, jump into one of request themes, and generate a [shareable doc](/help/projects/docs) to ensure your team stays aligned and focused on what matters.
* Enable stakeholders to query, chat with, and self-serve customer knowledge with [chat](/help/chat) in Dovetail and [Slack and Teams](/help/chat/chat-in-slack-and-teams) with our enhanced integrations.
***
## Where do Agents and Digital Twins fit in my workflow?
Once your customer data is centralized in Projects and Channels, [Agents](/help/agents) turn that intelligence into automated action instead of one-off analysis.
### Automating recurring work
* Configure an [Agent](/help/agents) to watch a folder, project, or channel and act on a schedule, a webhook, or an event inside Dovetail — no manual check-ins required.
* Agents can generate and send reports, flag emerging issues, and escalate customer risk directly to Slack, Microsoft Teams, or email.
* Every output stays traceable back to the source data, so automated reports are as trustworthy as a manually written one.
### Talking to your customers on demand
* A [Digital Twin](/help/agents/digital-twins) is an AI built only from what a specific customer, segment, or persona has actually said across your interviews, calls, tickets, and surveys.
* Pull one into a meeting to pressure-test a new feature idea, rehearse an objection, or sanity-check messaging — every answer is traceable back to the real conversation it came from.
***
## How do I get started with Dovetail?
* Create a new workspace at [dovetail.com/signup](https://dovetail.com/signup/)
* Join our Dovetail [community](https://dovetail.com/community/) to share your knowledge, ask questions, and learn how people use Dovetail to improve their customer intelligence at organizations worldwide.
* Explore our [customer stories](https://dovetail.com/customers/) to learn how other organizations are getting value from Dovetail.
# Workspace analytics
Source: https://docs.dovetail.com/help/workspace-analytics
Track how much your team creates over time, with monthly charts and totals for projects, data, highlights, tags, docs, and contacts.
Available on Business and Enterprise plans
Who can view: Workspace admins and contributors (viewers cannot access this page)
## Overview
Workspace Analytics shows how much research content your team creates over time. Use it to understand usage trends across projects, data, highlights, tags, docs, and contacts.
***
## Open Analytics
To view Workspace Analytics:
1. Go to [Workspace settings](https://dovetail.com/settings/analytics)
2. Under General, select Analytics
If Analytics isn’t included in your plan, you’ll see an upgrade prompt instead of the dashboard.
***
## What you’ll see
The Analytics page includes:
* A date range filter
* An object type filter
* A bar chart of objects created each month
* A totals summary for each object type in the selected range
***
## Choose a date range
Use the date range dropdown to focus on a specific period:
* This month
* Last month
* Last 3 months
* Last 6 months (default)
* Last year
* Custom range
The chart and totals update to match the selected range.
***
## Filter by object type
Use the filter next to the date range to choose which object types are included in the chart.
| Object type | What’s counted |
| ----------- | -------------------------------------- |
| Projects | Projects created |
| Data | Data (formerly known as notes) created |
| Highlights | Highlights created |
| Tags | Tags created |
| Docs | Docs created |
| Contacts | Contacts created |
You can turn types on or off individually, or select **Clear** to remove all project-related types from the filter.
When a type is excluded:
* It isn’t included in the chart totals
* Its count in the summary below the chart shows as **––**
***
## Read the chart and totals
* The bar chart shows how many selected objects were created in each month of your date range
* Each bar includes a count label
* The summary below the chart shows the total number created for each object type across the full selected period
This can help you answer questions like:
* Is research activity growing month over month?
* Are people creating more highlights and docs after a research sprint?
* How much new project or contact activity is happening in the workspace?
***
## Tips
* Start with Last 6 months for a quick overview, then narrow the range if you need more detail
* Compare a few object types at a time (for example, Highlights + Docs) to focus on analysis activity
* Totals always reflect the selected date range, not all-time workspace history
***
## Need access?
If you can’t see Analytics in Workspace settings:
* Check that you’re not a viewer
* Confirm your workspace is on a Business or Enterprise plan
* Ask a workspace admin if you need access or a plan upgrade
***
## FAQs
A page view is recorded each time a user loads a unique URL in the product.
# Workspace data retention
Source: https://docs.dovetail.com/help/workspace-data-retention/index
Automatically delete video and audio files after a set retention period, at workspace or project level, with a 30-day recovery window.
Available on [Enterprise plan](https://dovetail.com/pricing/)
## Overview
Dovetail offers customizable data retention features that allow you to automate the deletion of video and audio files across your workspace after a defined period of time.
By default, Dovetail retains your data until you choose to delete it, cancel your account, or turn on automatic data deletion.
**What’s covered:** Audio and video files uploaded to project notes.
**What’s not covered:** Channels data, documents, attachments, and other general workspace content are not affected by data retention settings.
***
## How custom data retention works
Set the default time before video and audio files within your projects are automatically deleted by setting data retention periods. Once the retention period has passed, video and audio files will be deleted from the project, without affecting any highlights, reels, or transcripts created from them, so you can keep building on your customer knowledge in Dovetail.
The retention period is calculated from each file’s **upload (creation) date**. Once that period has passed for a given file, here’s what happens:
1. **7 days before deletion**: Dovetail notifies the relevant people that a file is scheduled for removal:
1. The user who originally uploaded the file
2. The user who created the note containing the file
3. Managers with full access to the project containing the file
4. All workspace admins
2. **At expiry**: the original video/audio file is deleted. Any highlights or reels already made from that file are automatically converted to independent clips *before* the original is removed, so they keep working without interruption.
3. **Recovery window**: the original file is retained for 30 days after deletion, and can be restored during that window if needed (contact [support](https://dovetail.com/help/contact/)). After 30 days, it’s permanently removed and cannot be recovered.
If highlights have already been referenced in your docs, you’ll need to navigate to those docs and update the references for them to be visible again. [Learn more about updating highlight references →](/help/projects/docs)
***
## Configure custom data retention
Custom data retention can be configured at both the workspace and project levels.
### Delete all data across a workspace
* To set a default workspace-level data retention period, open [⚙️ Settings → Data retention](https://dovetail.com/settings/data-retention)
* From there, go to Data retention period and set the workspace time period
* Choose a retention period from the dropdown. Options range from **90 days up to 12 years**, or **Indefinite** to keep automatic deletion turned off
When configured at the workspace level, all audio and video files across your workspace will be affected.
***
### Delete data from a specific project
There may be projects where your team need to ensure data is deleted within a time period different to what is set at the workspace-level. This may be due to the nature of the project itself, or agreements made with their research participants.
You can enforce a data retention period at the project-level to ensure project data is deleted at the required timeframe.
* To update a project’s data retention period, go to [⚙️ Settings → Data retention](https://dovetail.com/settings/data-retention) and toggle on `Enable project-level configuration`.
* From there, navigate to the project you want to enforce a different retention period for, select your time frame, and confirm.
If both are configured, the project-level configuration will take precedence over the workspace configuration, giving you more flexibility to set less or more restrictive rules per project.
***
## Disable project-level configuration
While workspace-level configuration can be done by any workspace admin, project-level configuration can only be done by users with Full access to the specific project itself.
Due to this, workspace admins can disable project-level configuration entirely, meaning that all projects follow the same retention period set at the workspace level.
* To enable custom data retention, workspace admins can navigate to [⚙️ Settings → Data retention](https://dovetail.com/settings/data-retention), and select a desired retention period from the dropdown.
* From this page, they’ll also be able to enable project-level configuration.
***
## FAQ
Users will be notified of upcoming deletion events 7 days prior to the event occurring. Below is a list of who will be notified and in the following order:
1. The user who originally uploaded the file.
2. The user who created the note containing the file.
3. Managers with full access to the project containing the file.
4. All workspace admins.
Videos can only be retrieved within 30 days from deletion, if the deletion took place during this time, please reach out to our [support team](https://dovetail.com/help/contact/) for further assistance.
Any videos that fall outside of the new retention period will be deleted within 24 hours.
Yes! Once a video or audio file as been automatically deleted from a project, any transcripts or highlights created from this will remain in your project.
The original video will remain. We won’t automatically delete the parts of the video that you unhighlighted.
Yes. Even though the original file is deleted any highlights you’ve made will remain, this includes watching and exporting highlight reels.
# Workspace fields
Source: https://docs.dovetail.com/help/workspace-fields/index
Create global data and doc fields once and reuse them across every project, so related information can be grouped, searched, and filtered workspace-wide.
Available on the [Enterprise plan](https://dovetail.com/pricing/)
## Overview
**Workspace fields** are global. They pull together related information across a series of projects so it can be grouped, searched, and filtered together, rather than each project defining its own fields in isolation.
For fields scoped to a single project, see [Data and doc fields](/help/projects/data-and-docs-fields).
***
## Create workspace fields
**Managers** and **contributors** can create these groups in settings and link them to a template or individual projects.
* To do this, open [**⚙️ Settings → Workspace fields**](https://dovetail.com/settings/fields) and select `New field group`.
* From there, open either the `Data fields` or `Doc fields and` populate these.
**Managers** can create a new project template with a group of workspace fields linked so they populate automatically in any project created from the template.
[Learn how to create a project template with pre-populated fields →](http://youtu.be/SdLcRRa9hz4)
***
## Edit workspace field groups
**Managers and contributors** can create new, edit, and use workspace field groups and individual fields.
* To do this, navigate to [**⚙️ Settings → Workspace fields**](https://dovetail.com/settings/fields), open the chosen field group and select `Edit` to update. Viewers cannot create or use workspace fields at all.
* To delete a single workspace field, go to [**⚙️ Settings → Workspace fields**](https://dovetail.com/settings/fields) and open your field group.
* From there, click on the group title and select `Move to trash`. Deleted workspace fields go to **workspace trash** where it can be restored for 30 days.
Remember that workspace fields are live. Changes you make to workspace fields will be reflected immediately in all linked projects.
***
## Save values for select fields across projects
You can create pre-populated values for **single** or **multi-select** **workspace** **fields** for your connected project’s data and Docs.
* To do this, navigate to [**⚙️ Settings → Workspace fields**](https://dovetail.com/settings/fields) and next to the field you wish to add values to, select **Edit**.
* From there, type and enter values that can be selected when applying to your data across projects.
***
## Manage access to workspace field groups
When a manager or contributor has **Full access** to a workspace field group, they can restrict access of a workspace field group. For example, you may want to limit usage of a specific workspace field group to users from your Design or Research team.
* To do this, go to ⚙️ [**Settings → Workspace fields**](https://dovetail.com/settings/fields), click on your chosen field group and select `Share`.
* From there, you can update access to the group by changing the workspace’s access to **No access** and proceed to add specific individuals or individuals to have **Full**, **Edit** or **Can use access**.
***
## Delete a single workspace field from a group
* To delete a single workspace field from a group, navigate to [⚙️ Settings ](https://dovetail.com/settings/fields)**→**[ Workspace fields](https://dovetail.com/settings/fields) and open the group the field lives within.
* From there, locate the field, select `Edit` beside it and press `Move to trash`. Deleted workspace fields go to **workspace trash** where it can be restored for 30 days.
# Workspace settings
Source: https://docs.dovetail.com/help/workspace-settings
Add your company logo, name the workspace, set the subdomain, customize the home page, and add security and technical contacts.
Available to **workspace admins** only
## Overview
Personalize your workspace by adding company branding, updating the workspace subdomain, customizing your home page, and curating live feeds to keep your team up-to-date with the latest customer intelligence.
***
## Set the workspace logo
We recommend using a logo aligned to your organization’s or client’s brand, so it is easily identifiable for stakeholders consuming your customer findings.
To set the logo for your workspace, navigate to:
1. ⚙️ [Settings](https://dovetail.com/settings/) → Under Logo → Click on the icon
2. Click on `Upload logo`
3. You can upload an image to help identify the workspace to stakeholders.
***
## Name your workspace
We recommend setting the name of your workspace to your organization’s name (e.g. ACME) or team’s name (e.g. ACME Research). To name your workspace, navigate to:
1. ⚙️ [Settings](https://dovetail.com/settings/) → Edit the textbox under Name
***
## Contact Information:
Workspace admins can add contact information to help us reach the right people for security or technical issues.
This includes:
1. Security contact email
2. IT contact email
Providing these contacts ensures we can quickly contact the appropriate teams in the event of incidents, questions, or critical updates.
To add these emails, navigate to:
1. ⚙️ [Settings](https://dovetail.com/settings/) → Type the emails within the designated section
***
## Organization type
Workspace admins can update, change, or clear the Organization type at any time from the workspace settings. You can select from the following organization types:
* Consulting
* Education
* Government
* Not-for-profit
* Product
* Service
* Small Agency
* Startup
Organization type does **not** impact your workspace permissions, billing, or available features.
* The information is used for:
* Internal analytics and reporting
* Providing organization context to some AI-generated question suggestions
***
## Region
You can view which region your data is stored in by navigating to ⚙️ [Settings](https://dovetail.com/settings/) → **Workspace** → **Region**
### Selecting a data region
When creating a **new** workspace, you can choose where your workspace data is stored:
* United States
* Australia
* Europe
**This selection is made during workspace creation and cannot be changed afterward.**
If you select **United States**, your workspace will be automatically assigned to one of the following regions:
* **us-east-1** (North Virginia)
* **us-east-2** (Ohio)
We do not currently support migrating workspaces between regions. Once a region has been selected for a workspace, it cannot be changed.
***
## Customize your subdomain
Available on Professional and Enterprise plans
By default, your workspace will be assigned a unique domain based on the workspace name followed by a unique string as an identifier, such as acme-research-d7ny. Personalize your workspace by creating a custom subdomain. This will make it easier for your team to find and share with others!
Once you’ve set your workspace subdomain, it will appear on all pages in your workspace.
* To update your domain, navigate to ⚙️ [Settings → Workspace](https://dovetail.com/settings/) and enter a new domain in the textbox under Subdomain.
By updating to a new custom subdomain, any existing links you’ve sent out or bookmarked will be automatically redirected, without additional changes required.
**Please note:** Your domain must be unique and can only be updated up to 5 times. Domains must also meet the following requirements:
* Must be at least 3 characters long
* Cannot end with a hyphen (-)
* Cannot contain profanity
***
## Context
Workspace admins can link existing Docs as AI context for the entire workspace. Once linked, that content is automatically synthesized into the context Dovetail AI draws on across every chat surface — Chat, Agents, and Ask Dovetail — so teams get more relevant, on-brand answers without needing to paste or repeat context in every conversation. Text, PDFs, and embeds are all read and passed to the model.
**Good candidates for context docs include:**
* Company and product context — who you are, what you build, your market position, key terminology
* Strategy and priorities — company direction, OKRs, what’s in and out of scope
* Pricing and packaging — tier structures, plan names, feature availability
* Customer and market context — your ICP, key segments, how you talk about customers
* Product domain knowledge — how your product works, feature definitions, known limitations
* Brand and tone guidelines — so AI-drafted content matches your voice
* Research frameworks and templates — so AI-generated Docs follow your team’s structure
**To link a Doc as workspace context:**
1. Navigate to ⚙️ [Settings → Workspace](https://dovetail.com/settings/)
2. Under **Context**, click to link or create a Doc
3. Search for and select the Doc(s) you want to add
Once linked, the Doc is automatically processed — short docs are used as-is, while longer docs are distilled into a concise summary so they fit cleanly into context without degrading response quality.
Linked Docs can be managed and edited just like any other Doc in your workspace. When a linked Doc is updated, its context refreshes automatically — you don’t need to re-link it.
Linked docs don’t need to be shared workspace-wide, but only users with at least Viewer access to a given doc will have it applied to their chat context. To make sure every user in your workspace benefits from a context doc, share it with the entire workspace at minimum View permission.
***
## Delete workspace
Only workspace admins can delete workspaces. When you delete your workspace, we will process the deletion in accordance with our [**Data Management Policy**](https://trust.dovetail.com/resources?s=82nsctthq56r0gsainvev\&name=data-management-policy), available in our [**Trust Center**](https://trust.dovetail.com/resources?s=izirukid0a5kv9ncg8s4nu). To delete your workspace, a workspace admin can:
1. Navigate to [**⚙️ Settings → Workspace**](https://dovetail.com/settings/) Settings → select `Delete workspace`
2. From there, type `"DELETE WORKSPACE"` into the confirmation field to confirm your action, and then click `"I understand the consequences - delete this workspace!"` to confirm the deletion
Your subscription will be canceled and deleted immediately. If you proceed with deleting your workspace, your workspace and its data will be deleted immediately and cannot be undone. As per our [**Master Subscription Agreement**](https://dovetail.com/legal/master-subscription-agreement/), we will not provide a refund for any remaining time in your current billing period.
* Your data will be deleted in accordance with our data retention policy.
* If you do choose to subscribe again, the price may have changed or your previous plan may no longer be available.
Deleting your workspace is permanent and cannot be undone. There is no going back once you delete a workspace: all of your projects, data, highlights, tags, insights, and users will be gone forever.
### Deleting Business and Enterprise workspaces
Workspaces on **Business** and **Enterprise** plans must first be canceled or downgraded to the **Free** plan before they can be manually deleted.
If you’d like to delete your workspace, contact your Customer Success Manager to discuss cancellation or downgrade options. Once your subscription is no longer active, you can proceed with manually deleting your workspace.
***
## Update your workspace transcription language
Available on Professional and Enterprise plans
To select a preferred language for transcripts in your workspace, navigate to:
1. ⚙️ [Settings → ](https://dovetail.com/settings/)**Transcription** → **Workspace transcription language**
2. Choose to remain on the default, "Auto-detect," or update it to your preferred language
## Update your workspace transcription provider
Available on Professional and Enterprise plans
For flexibility, Dovetail supports two transcription providers that Admins can apply to a workspace: **Amazon Transcribe** and **Assembly AI**.
To update your workspace’s transcription service, navigate to:
1. ⚙️ [Settings → ](https://dovetail.com/settings/)**Transcription** → **Workspace transcription provider**
2. From there, you will have the option to select Amazon Transcribe, Assembly AI or leave as Default
3. If you select **Default**, we’ll automatically use the provider we believe is best for your data based on the transcription language required.
If you’re experiencing poor transcription quality, try switching providers and uploading a new file to compare results.
***
## Support access consent
Managers and Contributors can grant Dovetail employees temporary access to their workspace for support purposes.
### Grant support access
When chatting with our support team, you may be asked to consent to access your account to help with troubleshooting or recovery. If you are a Manager or Contributor, you can grant support access by following the steps below. If you are a Viewer, you will need to ask a user with a paid seat to grant support access for you.
1. Navigate to ⚙️ [Settings](https://dovetail.com/settings/)
2. Click on `Account`
3. Navigate to `Support access` and click `Allow support access`
Once access is granted, Dovetail’s support team can log in to your workspace for 7 days, or until you revoke access. The remaining time will be visible from this same page where access was granted.
### Revoke support access
To revoke support access before the specified expiration date, Managers and Contributors will need to follow the same steps used to grant access.
1. Navigate to ⚙️ [Settings](https://dovetail.com/settings/)
2. Click on `Account`
3. Navigate to `Support access` and click `Revoke support access`
***
# Workspace tags
Source: https://docs.dovetail.com/help/workspace-tags/index
Workspace tag boards hold global tags you can link to multiple projects, so themes like personas and feature requests stay consistent across teams.
Available on [Enterprise plan](https://dovetail.com/pricing/)
## Overview
Workspace tags help connect themes across projects and teams. They are **global / universal tags** that can be linked and applied to data across multiple projects at once.
They are a mechanism for anyone who wants to create and standardize sets of tags for teams in the workspace. Workspace tag boards are commonly used for creating personas, shared feature requests, jobs-to-be-done, platform flows, and more.
***
## How workspace tag boards work
By default, tags in Dovetail live in a specific project and can’t be shared across projects. Workspace tag boards enable you to pull in and apply common 'global’ tags that can be linked to and re-used across different projects.
When you create a workspace tag board, you’ll need to **link the tag board** to one or more projects so each project can use the tags.
Inside a project, nothing changes – tags are seamlessly integrated with existing tags inside a project. You can create highlights like normal, choosing workspace tags or project tags without too much thought.
Workspace tag boards are ‘live’ – changes you make to tags in a workspace tag board will immediately be reflected in all linked projects. In this sense, workspace tag boards in Dovetail are similar to **Masters** in Keynote, **Symbols**, and **Libraries** in Sketch, and **Components** in Figma.
***
## Create global tags for use across your workspace
[**Managers**](/help/user-roles#user-roles) can create workspace tag boards and **contributors** can add individual tags to a workspace tag board. Create new tags based on the themes you care about tracking so they can be applied to highlights across projects in your workspace.
* To create a workspace tag board, navigate to [**⚙️ Settings → Tags**](https://dovetail.com/settings/tags) and select `New tag board`.
* From there, you can populate this board with individual tags by selecting `+ New tag` or `Import` to bring in a spreadsheet of existing global tags.
Once you’ve created your workspace tag board, you’ll want to link it to relevant projects. If they already exist in your workspace, select `Linked projects` and select your projects.
***
## Link a workspace tag board within a project
When working on a project, you can link a workspace tag board to this at any time.
* To do this, open your project, click `Tags`, and select Tag templates.
* From there, you will be able view all workspace tag boards available for you to link. Select your workspace tag board and click `Link to project` to confirm.
***
## Use workspace tags with AI highlights
When setting up workspace tags, you can use these as prompts to find AI highlights in your data. These will work alongside your project tags to automatically classify and group highlights in your project.
Over time, as the tag is applied to more highlights, it will become more accurate in recognizing when to apply it.
***
## Control who can access to specific workspace tags
You can limit who has full, edit, and view access to shared workspace tag boards in the workspace.
* To do this, open the workspace tag board, select `Share`, and assign **View only** access to the workspace. You will be the only user with **Full access** to the board.
* From there, you choose to invite other team members or [groups](/help/user-groups) to share **Full access,** **Edit access**, or **Can use** to the board.
Any manager or contributor with **Can use** access to the board can link the tag board to a project, but cannot add or remove tags from this board.
***
## Convert project tags for global use
If you have created a tag board in a project that would be better suited for global use, you can convert this to a workspace tag board without needing to recreate this.
* To do this, open your project, navigate to `Tags`, click `Edit` and select `Convert to workspace tag board`**.**
* From there, the tag board will be available for others to use and link to other projects in the workspace.
***
## Move or merge workspace tags
You can **move** tags from a project to a workspace tag board, or from one workspace tag board to another. To move a tag:
* To do this, hover your mouse over the tag you’d like to move, click on `•••`, and select `Move to`.
* From there, choose a tag board, and specific tag group to move the tag to.
You can undo this action immediately after by clicking the `Undo` button on the confirmation message in the bottom right corner.
Once in the same board, you can also **merge** similar tags with on another. By doing this, all highlights under a tagged will share the same workspace tag.
* To do this in your tag board, hover your mouse over the tag you’d like to move, click on `•••` and select `Merge into`.
* From there, choose the tag you want to merge your current tag into.
You can also use drag and drop to move a tag into another.
***
## Link a workspace tag board to a template
[Templates](/help/projects/workspace-templates) help you standardize user research across your organization by giving other people a starting set of data, tags, and project configuration to begin new projects from.
Workspace tag boards can be linked directly to project templates. By linking a board, any new project created from your template will automatically include your workspace tag boards and connect related data across projects.
***
## Unlink a project or delete a workspace tag board
If you no longer wish to use a specific workspace tag board in a specific project, you can unlink the board from your project.
* To unlink a project, open your workspace tag board in [**⚙️ Settings → Tags**](https://dovetail.com/settings/tags).
* From there, click `Linked projects` and toggle off the project.
If you no longer need a workspace tag board, you can delete a workspace tag board. This goes to**trash** where it can be restored for 30 days. Only **managers** and **contributors** who have **Full access** to a tag board.
* To do this, open your workspace tag board in [**⚙️ Settings → Tags**](https://dovetail.com/settings/tags).
* From there, click on the title of your board and select `Move tag board to trash`.
When you unlink from a project or delete a whole workspace tag board, any
projects that were using it will be unlinked. From there, the tags will
duplicate into each project as local, project tags. This may result in
duplicated tags across your workspace.
# Workspace trash
Source: https://docs.dovetail.com/help/workspace-trash
Restore deleted projects, docs, data, tags, and other items within 30 days, and check who has permission to recover each item type.
## Overview
You’ll be able to view and restore deleted items from your workspace in trash. Deleted items can be restored for up to 30 days before they’re automatically and permanently deleted.
You can only see and restore items from your workspace that you previously had appropriate access to.
***
## View and restore items in trash
Items in your workspace end up in workspace trash after you delete them. These items include deleted data, tags, tag boards, tag groups, fields, templates, and docs. Managers and Contributors can view and restore objects from trash within 30 days after deletion.
* To restore an item from workspace trash, open ⚙️ [Settings → Trash](https://dovetail.com/settings/trash), find your item in the list and select `Restore` to bring it back into your workspace or original project it lived within.
***
## Who can recover items from Workspace Trash?
The Workspace Trash is available to Admins, Managers, and Contributors. Viewers cannot access or restore anything from Trash — even if they’re a Workspace Admin.
Having access to the Workspace Trash does not guarantee you can restore a specific item — most item types also require an **editing seat**:
* **Plans with roles:** Manager or Contributor
* **Plans without roles:** a paid seat
If you don’t have the right permissions, you’ll see a tooltip explaining why the item can’t be recovered.
| Item type | Additional requirements (beyond an editing seat) |
| ------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Projects | Full access to the project |
| Templates | Manager role or paid seat with Full access to the template |
| Agents | None |
| Channels | None |
| Dashboards | Full access or Can edit access to the Dashboard |
| Contacts | Full access or Can edit access to the Contacts database |
| Project content (notes, docs, views, fields, tags, tag groups, and tag boards) | You must currently have edit access to the project it belongs to. If the project is read-only for you, or the workspace is read-only, the **Restore** option will not be available. |
| Workspace fields and tags | Full access to the relevant tag board/field group |
***
## FAQs
You do not have the option to bypass the 30-day retention period.
All deletions go to workspace trash, where they remain accessible to Managers and Contributors to view and restore within 30 days.
After those 30 days, deletion is automatic and irreversible.
# Help, resources, and support
Source: https://docs.dovetail.com/index
Guides and answers for Dovetail, from connecting your data through to acting on what customers say.
***
## Start here
How the platform fits together, from feedback through to action.
Your first three tasks, whether you work in product, design, or sales.
Give AI assistants secure access to your workspace data.
## Popular docs
Automate monitoring, reporting, and alerting on your customer data.
Ask a customer segment a question, answered from what they said.
Turn high-volume feedback into ranked Ideas backed by Evidence.
Ask questions across your workspace and get cited answers.
Analyze interviews, usability tests, sales calls, and surveys in depth.
Generate, structure, and share reports linked to your data.
## Resources
Latest Dovetail features, product updates, and squashed bugs.
Still have questions? Chat to our support team.
# App Store
Source: https://docs.dovetail.com/integrations/app-store
Import App Store Connect reviews into a Dovetail Channel, where they're analyzed and grouped so you can track app sentiment over time.
Available on any [Dovetail plan](https://dovetail.com/pricing/) that includes Channels.
## Overview
The App Store integration imports customer reviews from App Store Connect into a Dovetail Channel, where they’re automatically analyzed and grouped into themes so you can track sentiment and trends over time.
When you set up the connection, you choose which of your apps to sync reviews from and how far back to backfill existing reviews.
[Learn more about Channels →](https://dovetail.com/help/channels/)
***
## Prerequisites
App Store Connect and Dovetail are separate systems, and the person who holds the Apple key isn’t always the person who connects Dovetail. It’s fine for a developer to generate the key in App Store Connect and hand the three items over to whoever is doing the Dovetail setup.
### In App Store Connect
* **A Team API key**, not an Individual key. Assign the key **App Manager** or **Admin**. Even though Apple’s [documentation](https://developer.apple.com/help/app-store-connect/monitor-ratings-and-reviews/view-ratings-and-reviews/) lists other roles that can see reviews, our own testing has shown that only App Manager or Admin roles work reliably with the App Store Connect API.
* **The three credentials that come with the key**: `Key ID`, `Issuer ID`, and the `.p8` private key file.
* **A person who can create the key.** Only someone who can open **Users and Access → Integrations → App Store Connect API** in App Store Connect can generate a Team API key — usually the Account Holder or an Admin. They can then send the three items above to whoever is connecting Dovetail. Once the key is saved in Dovetail, the `.p8` file isn’t shown again, so keep a copy somewhere safe. See Apple’s guide to [generating a Team key](https://developer.apple.com/documentation/appstoreconnectapi/creating-api-keys-for-app-store-connect-api#Generate-a-Team-Key-and-Assign-It-a-Role).
### In Dovetail
* **To connect an App Store account** — from **Settings → Integrations**, or by entering the key while adding a source — you need workspace role **Contributor** or **Manager**. Viewers can’t connect the account.
* **To add App Store as a source on a Channel**, you need **Can edit** or **Full access** on that Channel. You can manage this in the Channel’s share settings.
* **To disconnect, reconnect, change, or delete an App Store source later**, you need to be either a workspace admin or the person who originally connected it.
* Everyone else can still use the reviews in the Channel once the source is set up, as long as they have access to that Channel.
***
## Set up the App Store integration
You can connect the App Store from either:
* [**Settings → Integrations**](https://dovetail.com/settings/integrations), or
* The **Add source** flow inside a new or existing Channel.
Both flows use the same credentials.
### 1. Start the connection
In the **Connect data source** modal, select **App Store**. If you’re setting up from Settings, click **Connect** on the App Store card and Dovetail opens the **Connect App Store** dialog.
### 2. Enter your credentials
On the credentials step (titled **Connect with your app store**), Dovetail asks you to:
> Add your app store credentials to set up the integration.
Fill in:
* **Key ID** — from App Store Connect (up to 15 characters).
* **Issuer ID** — from App Store Connect (up to 50 characters).
* **.P8 file** — click **Browse file** or drag and drop your `.p8` private key file. Only `.p8` files are accepted; other file types are rejected with the message "Only .p8 files are allowed."
Click **Next** (Channel flow) or **Save** (Settings flow) to store the credentials. For security, Dovetail doesn’t display the `.p8` file again after you save. You only need to upload a new one if you rotate the team key.
### 3. Choose which apps to sync
Once your credentials are validated, Dovetail queries App Store Connect for the apps your team key can access and shows them in a picker. You can:
* Select **All apps** to sync reviews from every app the team key has access to, or
* Select one or more specific apps.
There is no maximum number of apps you can select.
### 4. Choose how far back to import
Pick a backfill window for existing reviews:
* Last 7 days
* Last 30 days
* Last 90 days
* Last 6 months
Reviews created before the window you pick aren’t imported. After the backfill, Dovetail checks App Store Connect hourly and imports any new reviews.
### 5. Finish setup
Confirm the setup and click **Finish**. Reviews start importing into your Channel and are automatically analyzed and grouped into themes.
***
## What transfers to Dovetail
For each App Store review, Dovetail imports:
| Field | Notes |
| ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Review title** | Shown as the name of the data point. |
| **Review body** | Imported as the analyzable content of the data point. |
| **Reviewer nickname** | The public nickname the reviewer used in App Store Connect. Also available as the **Recipient name** field. |
| **Rating** | Star rating (1–5). Available as the **Rating** field for filtering and grouping. |
| **Territory** | The App Store country/region the review was left in. Available as the **Territory** field. |
| **Review date** | The `createdDate` from App Store Connect. Used as the data point’s timestamp. |
| **Developer response** | If the developer has replied to the review in App Store Connect, the response is imported as a second message on the data point, attributed to "Developer". Includes the response body and last-modified date. |
### What doesn’t transfer
The following aren’t imported, even if they exist in App Store Connect or on the review itself:
* Device model
* App version
* Reviewer language
* Any thumbs-up/thumbs-down or helpfulness counts
* Attachments or screenshots
* Any App Store Connect analytics (impressions, downloads, sentiment scores)
* Historical edits to a review or response
Need a field that isn’t on this list? [Let us know](https://dovetail.com/contact/).
***
## Import App Store reviews into a Channel
Once the integration is connected, reviews from the apps you selected are imported into the Channel and continue to sync as new reviews are posted. Inside the Channel, Dovetail will:
* Automatically analyze each review’s content.
* Group reviews into themes.
* Let you filter and pivot on **Rating**, **Territory**, and **Recipient name**.
* Let you chat with the reviews using Ask Dovetail.
***
## Troubleshooting
The most common cause is a team key that doesn’t have the right role. The App Store Connect API only returns reviews for team keys with **App Manager** or **Admin** permissions — other roles will fail, even though Apple’s help center lists them as review-viewing roles. Regenerate the key with one of those two roles.
Also double-check that:
* The **Key ID** matches the key exactly (no leading or trailing spaces).
* The **Issuer ID** is the team-level issuer ID from the top of the **Users and Access → Integrations → Team Keys** page, not the key-specific ID.
* The `.p8` file you uploaded is the one for that specific key. Apple only lets you download it once, at the moment of key creation.
Reviews only start importing after you’ve completed the app selection step and clicked **Finish**. If you connected credentials but didn’t select at least one app, no reviews will sync.
If you did select apps, check that the apps you picked have reviews in App Store Connect within the backfill window you chose (7 days, 30 days, 90 days, or 6 months). Reviews older than the window aren’t imported.
Dovetail only imports reviews created on or after the backfill start date you selected. If you picked **Last 30 days**, reviews older than 30 days won’t appear. To pull in older reviews, disconnect the source, reconnect it, and choose a longer backfill window on setup.
Yes. A workspace can hold more than one App Store Connect account, and each source can use a different one. In most cases you don’t need to — one Team key can see every app in its Apple organization, so if you just want to add more apps from the same organization, use the app picker instead of adding a second account.
**When you need a second account.** Connect a second account when you have a second Apple organization — for example, two brands, two subsidiaries, or an agency plus a client. Give each account a clear developer name so people can tell them apart.
**Where to add accounts.** You can add extra accounts from:
* **Settings → Integrations → App Store**, using **Add account**.
* The **Add source** flow inside a Channel, using the App Store account picker.
Then pick the right account when you choose which apps to sync.
**Each source uses one account.** A source can’t mix reviews from two Apple organizations. Two organizations means two sources, and because you can’t add two App Store sources to the same Channel, a second organization typically needs its own Channel.
**Reconnecting and the workspace Sources setup path.** These two screens behave differently from the flows above:
* If you enter credentials while adding a source from the workspace **Sources** page, or while reconnecting a source that lost its connection, Dovetail treats the credentials as an update to the first App Store account in the workspace — not as a new account.
* In practice, that means you can’t create a second account from those screens, and a reconnected source may end up attached to the first account rather than the one it was originally using.
If you have more than one account and need to reconnect a source, edit the correct account first in **Settings → Integrations → App Store**, then reconnect the source from there rather than pasting a different organization’s key into the reconnect form.
***
## Disconnect or delete the App Store source
Each Channel data source has two separate actions in the **Sources** dialog. They aren’t interchangeable.
### Disconnect
Choose **Disconnect** to stop syncing new reviews from App Store into this Channel while keeping the reviews already imported. Dovetail asks:
> Are you sure you want to disconnect \[source] from \[channel]? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
Confirm with **Disconnect**.
### Delete
Choose **Delete** to remove the source **and** all data points imported from it. Dovetail asks:
> Are you sure you want to delete \[source] from \[channel]? This will delete all associated data points. This is permanent and cannot be undone.
Confirm with **Delete**. This can’t be reversed.
### Revoke access on Apple’s side
Disconnecting or deleting the source in Dovetail doesn’t revoke the team key on Apple’s side. If you want to fully cut off access, go to **Users and Access → Integrations → Team Keys** in App Store Connect and revoke the key you used to connect Dovetail.
# Atlassian
Source: https://docs.dovetail.com/integrations/atlassian
Embed Dovetail highlights and reels in Confluence, Jira, and Trello, and import Jira issues into a Channel for automatic analysis.
## Overview
With our Atlassian integration, you can embed highlights and reels from Projects directly in Confluence, Jira, and Trello. You can also automatically import Jira issues into Channels in real-time, where they’ll be automatically analyzed and classified into themes, allowing you to track trends over time.
[Learn more about Channels →](https://dovetail.com/help/channels/)
***
## Import Jira issues automatically to Channels
Connect Jira Service Management to Dovetail to sync support issues created in Jira into a Channel where they will be automatically stored, analyzed, summarized and organized into themes.
* To do this, open or create a new Channel for `Support tickets and` add `Jira` as a data source.
* Next, select the projects you wish to sync tickets from and how far back you’d like to import existing data from.
* From there, confirm set up and select `Finish`. Once complete, data from Jira will start importing into your Channel and continue to sync new tickets into your Channel when received in Jira.
***
## Jira permissions required
**1. Setting up the Jira integration**
* You must be a **Jira admin** (site or product admin level) to install and authorize the integration.
**2. Connecting Jira issues to a channel**
* You need the **Browse Projects** permission for the Jira project that contains the issue.
* This allows you to view and link issues to a channel in Dovetail.
**Note:** In addition to Jira permissions, you’ll also need the appropriate access to the channel within Dovetail to complete the connection.
***
## Share highlight reels from Projects
**This feature only works for Atlassian Cloud products.**
Embed a video or audio highlight or reel from a project by copying and pasting a link into a Confluence page, Jira issue, or Trello card. This video can be played directly in Confluence, Jira or Trello.
The Integrations Settings page does not start the Atlassian OAuth flow directly. You’ll connect your account from within Jira, Confluence, or Trello instead.
To connect your Dovetail account:
1. In Jira, Confluence, or Trello, paste a Dovetail highlight or reel link, then select Connect your Dovetail account.
2. Choose your Dovetail workspace, sign in, and click Allow.
3. Atlassian exchanges the authorization code for access and refresh tokens. Your Settings card in Dovetail then shows as connected.
Once connected, your highlight or reel will unfurl, showing a preview you can watch directly in your tool.
Note: Jira app installation and authorization may require a Jira site or product admin. Dovetail workspace admins can view and revoke other users’ connections; everyone else manages their own.
***
## FAQs
If you are repeatedly redirected to the Dovetail sign-in page, your browser may be blocking the pop-ups or redirects required for authentication. You will need to allow pop-ups and redirects for Dovetail in your browser settings.
If the issue persists after allowing pop-ups and redirects, contact your IT team to confirm that browser security settings, extensions, or company policies are not blocking authentication between Dovetail and your browser.
# Dovetail CLI
Source: https://docs.dovetail.com/integrations/dovetail-CLI
Bulk import research into Dovetail from Notion, Confluence, Google Drive, Airtable, Productboard, and local files with the dt command-line tool.
The Dovetail CLI (dt) is a command-line tool for importing content into your Dovetail workspace from external sources — Notion, Confluence, Google Drive, Airtable, Productboard, EnjoyHQ, Marvin, Condens, and local files. Use it when you want to bulk-migrate historical research, run repeatable imports from a scriptable workflow, or stage a migration locally before sending data to Dovetail.
### What can you do with the Dovetail CLI?
* **Bulk import from 9+ sources** — Notion, Confluence, Google Drive, Airtable, Marvin, Condens, EnjoyHQ, Productboard, and local files
* **Preserve formatting and metadata** — Headings, lists, tables, code blocks, attachments, author info, dates, and tags come through intact
* **Preview before committing** — See exactly what will be imported before data touches your workspace
* **Resume interrupted imports** — If an import fails partway through, pick up where you left off—no re-processing needed
* **Batch multiple sources** — Configure migrations from Notion and Confluence in one config file, run them together
* **Filter and limit** — Import only records matching specific titles, dates, or file types
* **Test connections** — Validate API credentials and workspace permissions before running the full migration
### Security and permissions
The CLI authenticates to Dovetail using a personal API key from your workspace settings. It only has write access to the destinations you configure — it cannot read or modify anything else in your workspace. Source credentials (Notion token, Confluence API token, etc.) are stored locally in your dt.yaml or as environment variables and are never transmitted anywhere except the source service itself.
## Prerequisites
Before you install, make sure you have:
* A Dovetail workspace and an API key. Generate one in your workspace settings.
* What plans support the CLI?
* All plans except plans that have HIPAA enabled.
* Your workspace URL — for example, [https://yourcompany.dovetail.com](https://yourcompany.dovetail.com).
* One of the supported install paths:
* **npm install**: Node.js and npm.
* The credentials for each source you plan to import from. These vary by source — see [Authenticate](https://docs.dovetail.com/integrations/dovetail-CLI#authenticate-to-dovetail) below.
* **Build from source**: Go 1.25 or later, plus make.
* The credentials for each source you plan to import from. These vary by source — see [Authenticate](https://docs.dovetail.com/integrations/dovetail-CLI#authenticate-to-dovetail) below.
The CLI runs on macOS, Linux, and Windows. The published npm package ships per-platform binaries (@heydovetail/dt-darwin-arm64, @heydovetail/dt-linux-x64, and so on) and npm install only downloads the binary for your machine.\\
## Install
You can install the CLI in two ways. Most people should use npm.
### Option 1: Install via npm
```text theme={null}
npm install -g @heydovetail/dt
```
Verify the install:
```text theme={null}
dt --version
```
You should see a version number print to your terminal. If dt isn’t found, your global npm bin directory may not be on your PATH — run npm prefix -g to see where npm installs global binaries and add that path’s bin subdirectory to your shell profile.
### Option 2: Build from source
You’ll need Go 1.25 or later.
```text theme={null}
git clone https://github.com/dovetail/cli.git
cd cli
make install
```
`make install` builds the dt binary and installs it to`~/.local/bin/dt.`If` ~/.local/bin` isn’t on your PATH, add it:
```text theme={null}
export PATH="$HOME/.local/bin:$PATH"
```
Other make targets you may need:
* make build — compile the binary without installing it.
* make test — run the test suite.
* make lint — run golangci-lint.
### Install shell completions
After installing, you can turn on autocompletion for dt subcommands and flags:
```text theme={null}
dt completions install
```
This supports bash, zsh, and fish.
## Authenticate
Authentication happens at two levels: the CLI authenticates to your Dovetail workspace, and each source you connect authenticates separately to its own provider.
### Authenticate to Dovetail
Set your Dovetail API key as an environment variable, then run the setup wizard:
```text theme={null}
export DOVETAIL_API_KEY="your-api-key"
dt init
```
`dt init` is an interactive wizard that:
1. Confirms your workspace URL (for example, [https://yourcompany.dovetail.com](https://yourcompany.dovetail.com)).
2. Stores your API key.
3. Walks you through adding your first source.
Re-run with `dt init --force` to overwrite an existing configuration.
You can also set your workspace URL persistently in your config under `dovetail.base_url`. This is important — it ensures every link the CLI generates points to the right workspace.
### Authenticate each source
Every source has its own credential. Most use a personal access token set via environment variable; Google Drive uses OAuth or a service account.
| **Source** | **Status** | **Auth method** | **Environment variable** |
| :----------- | :----------- | :--------------------------------------------------------------------- | :-------------------------------------------------------------- |
| Notion | Experimental | Internal integration token | `NOTION_TOKEN` |
| Confluence | Experimental | API token + email + base URL | `CONFLUENCE_API_TOKEN, CONFLUENCE_EMAIL`, `CONFLUENCE_BASE_URL` |
| Google Drive | Experimental | OAuth (personal) or service account (org) | `GOOGLE_APPLICATION_CREDENTIALS `(service account only) |
| Airtable | Experimental | Personal access token with `data.records:read` and `schema.bases:read` | `AIRTABLE_TOKEN` |
| Productboard | Experimental | Public API access token | `PRODUCTBOARD_API_TOKEN` |
| EnjoyHQ | Experimental | Workspace API token | `ENJOYHQ_API_TOKEN` |
| Marvin | Experimental | None (local export folder) | — |
| Condens | Experimental | None (local zip export) | — |
| Local files | GA | None | — |
**Note** The sources available through the Dovetail CLI are provided for your convenience, but connecting them is at your own discretion. Before authenticating a source, make sure you have the necessary permissions to access and import that data into Dovetail, and that doing so aligns with your organization’s data governance policies.
## Supported sources and field mapping
### Notion
**What gets migrated:**
* Pages and database entries with all formatting (headings, lists, tables, code blocks, callouts, toggles)
* Inline attachments and cover images
* Metadata: author, creation date, last-modified date, tags, properties
* Child pages (up to 3 levels of nesting, configurable)
**Field mapping to Dovetail:**
| **Notion** | **Dovetail** |
| ---------------------- | --------------------- |
| Page title | Record title |
| Page content (HTML) | Record body |
| Database properties | Custom fields or tags |
| Attachments and images | Attachments |
| Author and dates | Data metadata |
| Page link | Source URL |
**Requirements:**
* Notion Integration created at [https://www.notion.so/my-integrations](https://www.notion.so/my-integrations)
* All databases you want to migrate must be explicitly shared with the integration
* Integration must have "Read" permissions at minimum
**Setup:**
```text theme={null}
export NOTION_TOKEN="ntn_xxxxxxxxxxxx"
dt source add notion
dt source validate notion
```
**Field mapping configuration** (optional): You can map Notion database properties to Dovetail custom fields. If not configured, properties are stored as tags.
### Confluence
**What gets migrated:**
* Cloud pages and blog posts with full HTML content and formatting
* Attachments (PDFs, images, Word docs, etc.)
* Labels and metadata (author, creation/modification dates, space key)
* Parent-child page relationships preserved
* Comments (available as metadata)
**Field mapping to Dovetail:**
| **Confluence** | **Dovetail** |
| :------------------ | :------------------------------- |
| Page/post title | Record title |
| Page content (HTML) | Record body |
| Attachments | Attachments |
| Labels | Tags |
| Author and dates | Data metadata |
| Space | Project or folder (configurable) |
**Requirements:**
* Confluence Cloud workspace (Server/Data Center not supported)
* Atlassian API token from [https://id.atlassian.com/manage-profile/security/api-tokens](https://id.atlassian.com/manage-profile/security/api-tokens)
* Your Confluence base URL (e.g., [https://mycompany.atlassian.net/wiki](https://mycompany.atlassian.net/wiki))
* Account email address
* Permission to access the spaces you’re migrating (typically Editor or Admin)
**Setup:**
```text theme={null}
export CONFLUENCE_API_TOKEN="your-api-token"
export CONFLUENCE_EMAIL="you@company.com"
export CONFLUENCE_BASE_URL="https://mycompany.atlassian.net/wiki"
dt source add confluence
dt source validate confluence
```
**Rate limits:**
* 300 requests per minute per API token (Atlassian limit)
* The CLI automatically retries with exponential backoff; no action needed
### Google Drive
**What gets migrated:**
* Google Docs (exported as HTML with formatting)
* Google Sheets (optionally, as CSV)
* PDFs, images, and other files (as attachments)
* Folder structure and hierarchy preserved
* File metadata (owner, creation/modification dates)
**Field mapping to Dovetail:**
| **Google Drive** | **Dovetail** |
| :---------------------- | :----------------------------------------- |
| Document title | Record title |
| Document content (HTML) | Record body |
| Spreadsheet rows | Records (one per row) or single attachment |
| Files | Attachments |
| Folder structure | Organize into projects/folders |
| Shared metadata | Source info and timestamps |
**Requirements:**
Choose **one** authentication method:
1. **OAuth (personal/shared drives, recommended for most users)**
* Google Cloud project with Drive API enabled
* OAuth 2.0 Desktop client ID created
* dt source add gdrive opens your browser to sign in
* No credential file needed; token is stored securely
2. **Service account (org/shared drives)**
* Service account created in Google Cloud
* JSON key file downloaded
* Drive folder explicitly shared with the service account email
* Set `GOOGLE_APPLICATION_CREDENTIALS` environment variable
**Setup:**
```text theme={null}
# OAuth (most common)
dt source add gdrive
dt source validate gdrive
# Service account (shared drives)
export GOOGLE_APPLICATION_CREDENTIALS="/path/to/key.json"
dt source add gdrive
dt source validate gdrive
```
**Rate limits:**
* 10 million read requests per day (per project)
* 600 requests per minute per user
* The CLI automatically retries rate-limited requests
**Technical details:**
* Large files (>50 MB) may take longer to transfer; no timeout
* Empty files are skipped
* Google Sheets are converted to CSV format
### Airtable
**What gets migrated:**
* Records from all tables/views
* All field values (text, numbers, attachments, linked records, etc.)
* Attachment files uploaded as Dovetail attachments
* Linked record metadata (record name, ID)
* Field names and types preserved
**Field mapping to Dovetail:**
| **Airtable** | **Dovetail** |
| :------------- | :-------------------------------------- |
| Record ID | Record ID (preserved for deduplication) |
| Field values | Custom fields or record body |
| Attachments | Attachments |
| Linked records | Cross-reference data or tags |
| Field types | Mapped to Dovetail field types |
**Requirements:**
* Airtable personal access token from [https://airtable.com/create/tokens](https://airtable.com/create/tokens)
* Required scopes: `data.records:read and schema.bases:read`
* Read access to the base(s) you’re migrating
**Setup:**
```text theme={null}
export AIRTABLE_TOKEN="your-token"
dt source add airtable
dt source validate airtable
```
**Rate limits:**
* 5 requests per second (Airtable limit)
* The CLI respects this automatically; no backoff needed
**Technical details:**
* Linked records are imported as metadata; you can later link them in Dovetail
* Attachment metadata is preserved (file name, size, URL)
### Marvin
**What gets migrated:**
* Video/audio recordings → uploaded as data with automatic transcription
* Insights (reports) → imported as docs with markdown content
* Interview metadata (date, duration, tags, participant info)
**Field mapping to Dovetail:**
| **Marvin** | **Dovetail** |
| :----------------- | :----------------------------------------- |
| Recording file | Data record with attachment |
| Recording metadata | Record metadata (date, tags, participants) |
| Doc markdown | Doc with full formatting |
| Insight tags | Project tags |
| Project | Project or folder |
**Requirements:**
* Manual export from Marvin (no public API), or use Claude Code /`marvin-download` skill
* Folder structure:
```text theme={null}
marvin-export/
Project Name/
files/
Interview 1.mp4
Interview 2.mp4
insights/
My Report/
content.md
metadata.json
```
**Setup:**
Option A: Automated export (recommended)
```text theme={null}
# In Claude Code, run: /marvin-download
# Downloads all recordings and docs automatically
# Then configure the CLI:
dt source add marvin
dt migrate run --source marvin --preview
```
Option B: Manual export
1. In Marvin, go to each project → All Actions → Download Video
2. Copy doc markdown into `content.md `files in the folder structure above
3. Run:
```text theme={null}
dt source add marvin
```
**Technical details:**
* Video/audio files are uploaded as attachments; Dovetail generates transcripts automatically
* Transcription typically completes within 10 minutes for 1-hour recordings
* Insights are imported as plain markdown docs; no special formatting required
* Maximum file size: 5 GB per recording
### Condens
**What gets migrated:**
* Sessions (interview notes, transcripts, video) → data records
* Artifacts (reports, deliverables) → docs
* Video attachments automatically included
* Session metadata (date, participants, tags)
**Field mapping to Dovetail:**
| **Condens** | **Dovetail** |
| :--------------- | :------------------------------ |
| Session | Data record |
| Video/transcript | Attachment + auto-transcription |
| Artifact | Doc |
| Metadata | Tags, dates |
**Requirements:**
* Condens export ZIP file from Project → Settings → Export data
* No API credentials needed
**Setup:**
```text theme={null}
dt source add condens
# When prompted, provide the path to your .zip file
dt migrate run --source condens --preview
dt migrate run --source condens
```
**Technical details:**
* ZIP is processed locally; never uploaded to Dovetail servers
* Large projects (>1 GB) may take 5–10 minutes to process
* Video formats supported: MP4, WebM, MOV (same as Dovetail)
### EnjoyHQ
**What gets migrated:**
* Stories (customer feedback) with HTML content → data records
* Projects (plans + summaries) → docs
* Documents (feedback text) → data records
* Labels, state, customer info preserved
**Field mapping to Dovetail:**
| **EnjoyHQ** | **Dovetail** |
| :------------ | :-------------- |
| Story | Data record |
| Project | Doc |
| Document | Data record |
| Labels | Tags |
| Customer info | Record metadata |
**Requirements:**
* EnjoyHQ API token from workspace settings
* Read access to stories, projects, and documents
**Setup:**
```text theme={null}
export ENJOYHQ_API_TOKEN="your-token"
dt source add enjoyhq
dt source validate enjoyhq
dt migrate run --source enjoyhq --preview
```
**Rate limits:**
* 100 requests per minute
* The CLI automatically respects this limit
### Productboard
**What gets migrated:**
* Notes (customer feedback, research) → data records
* Features (with descriptions, metadata) → docs
* Linked data (initiatives, objectives)
* Metadata (date, priority, status, owner)
**Field mapping to Dovetail:**
| **Productboard** | **Dovetail** |
| :--------------- | :-------------------- |
| Note | Data record |
| Feature | Doc |
| Field values | Custom fields or tags |
| Attachments | Attachments |
| Metadata | Record metadata |
**Requirements:**
* Productboard API token from Settings → Integrations → Public API
* Read access to notes and features
**Setup:**
```text theme={null}
export PRODUCTBOARD_API_TOKEN="your-token"
dt source add productboard
dt source validate productboard
dt migrate run --source productboard --preview
```
**Rate limits:**
* 60 requests per minute (Productboard public API)
* The CLI automatically queues and retries
### Local files
**What gets migrated:**
* Markdown (.md) → record body
* Text files (.txt, .html) → record body
* PDFs, images, videos, Word docs → attachments
* Folder structure preserved
**Field mapping to Dovetail:**
| **File** | **Dovetail** |
| :------------------ | :---------------- |
| File name | Record title |
| File content (text) | Record body |
| File (binary) | Attachment |
| Folder | Project or folder |
**Requirements:**
* Local folder with files you want to import
* No credentials needed
**Setup:**
```text theme={null}
dt source add local
# When prompted, provide the path to your folder
dt migrate run --source local --preview
dt migrate run --source local
```
**Options:**
```text theme={null}
extensions: ".md,.pdf,.mp4" # Import only these file types (optional)
```
**Technical details:**
* File permissions: must have read access
* Symlinks are followed
* Hidden files (starting with .) are skipped
* Maximum file size: 5 GB
## Configuration
### Configuration file structure (`dt.yaml`)
The CLI uses a YAML configuration file to manage migrations:
```text theme={null}
dovetail:
base_url: "https://mycompany.dovetail.com"
api_key: "${DOVETAIL_API_KEY}" # Or paste key directly (not recommended)
sources:
notion:
token: "${NOTION_TOKEN}"
child_pages: "true"
confluence:
base_url: "https://mycompany.atlassian.net/wiki"
email: "you@company.com"
token: "${CONFLUENCE_API_TOKEN}"
migrations:
# Notion database to project data
- source: notion
content:
- "notion-database-id-here"
destination:
type: "data"
parent:
type: "project"
name: "Customer Research"
# Confluence space to project docs
- source: confluence
content:
- "PROD" # Space key
destination:
type: "doc"
parent:
type: "project"
name: "Product Knowledge Base"
# Google Drive folder to data
- source: gdrive
content:
- "1BxiMVs0XRA5nFMdKvBdBZjgmUUqptlbs" # Folder ID
destination:
type: "data"
parent:
type: "project"
name: "UX Research Archive"
options:
recursive: "true"
include_binary: "true"
# Local files to data
- source: local
content:
- "/path/to/your/folder"
destination:
type: "data"
parent:
type: "project"
name: "Research Files"
options:
extensions: ".md,.pdf,.mp4"
```
### Configuration resolution order
The CLI resolves configuration from (highest to lowest priority):
1. **CLI flags** — `dt migrate run --source notion --limit 100`
2. **Environment variables** — `export NOTION_TOKEN="..."`
3. **dt.yaml file** — `sources.notion.token`
4. **Defaults** — Built-in sensible defaults
### Environment variables reference
| **Variable** | **Used by** | **Purpose** |
| :------------------------------- | :----------- | :-------------------------------- |
| `DOVETAIL_API_KEY` | All sources | Dovetail workspace authentication |
| `NOTION_TOKEN` | Notion | Notion integration token |
| `CONFLUENCE_API_TOKEN` | Confluence | Confluence API authentication |
| `CONFLUENCE_EMAIL` | Confluence | Confluence account email |
| `CONFLUENCE_BASE_URL` | Confluence | Confluence workspace URL |
| `GOOGLE_APPLICATION_CREDENTIALS` | Google Drive | Path to service account JSON key |
| `AIRTABLE_TOKEN` | Airtable | Airtable personal access token |
| `ENJOYHQ_API_TOKEN` | EnjoyHQ | EnjoyHQ API token |
| `PRODUCTBOARD_API_TOKEN` | Productboard | Productboard API token |
## Running migrations
### Preview before importing
Always preview first to see exactly what will be imported:
```text theme={null}
dt migrate run --source notion --preview
```
This shows:
* Number of records that will be imported
* Size of attachments
* Any records that will be skipped (and why)
* Estimated import time
**No data is sent to Dovetail in preview mode.**
### Run the migration
```text theme={null}
dt migrate run --source notion
```
The CLI will:
1. Fetch records from the source
2. Transform them into Dovetail format
3. Upload in batches with progress updates
4. Show a summary of imported records and any errors
### Advanced migration options
```text theme={null}
# Run migrations for multiple sources at once
dt migrate run
# Run only specific migrations by source
dt migrate run --source notion
dt migrate run --source confluence
# Limit the number of records processed (useful for testing)
dt migrate run --source notion --limit 10
# Filter by title or date
dt migrate run --source notion --filter "title:Interview"
dt migrate run --source notion --filter "date:2024-01-01:2024-12-31"
# Dry-run: fetch and transform, but don't upload
dt migrate run --source notion --dry-run
# Re-run without creating duplicates (uses record IDs for deduplication)
dt migrate run --source notion --upsert
# Minimal output (errors and summary only)
dt migrate run --source notion --quiet
# Detailed progress logs
dt migrate run --source notion --verbose
# Machine-readable JSON output
dt migrate run --source notion --output json
# Use a specific config file
dt migrate run --config /path/to/custom-dt.yaml
# Resume an interrupted migration
dt migrate resume
```
### Duplicate handling and upsert behavior
By default, running a migration multiple times creates duplicate records.
To prevent duplicates on re-runs:
```text theme={null}
dt migrate run --source notion --upsert
```
**How it works:**
* Records are matched by source ID (Notion page ID, Confluence page ID, etc.)
* If a record with the same source ID exists in Dovetail, it’s updated (not duplicated)
* New records are created if they don’t exist
* The upsert feature works with all sources except local files\
**Important:** If you delete a record in Dovetail, running --upsert again will re-create it from the source.
## Testing and validation
### Validate a source connection
Before running a full migration, test that your credentials work:
```text theme={null}
dt source validate notion
```
This checks:
* API token is valid and not expired
* Token has necessary permissions
* You have access to at least one database/page
* Network connectivity to the source API
### Validate migration configuration
Check your `dt.yaml` syntax and workspace connectivity:
```text theme={null}
dt migrate validate
```
### Workspace health check
See what’s already in your Dovetail workspace:
```text theme={null}
dt status
```
Shows:
* Workspace name and URL
* Number of projects, docs, records
* Configured migrations
* Any incomplete or failed imports
### Workspace statistics
Quick count of content:
```text theme={null}
dt stats
```
### Diagnostic check
Full system diagnostics:
```text theme={null}
dt doctor
```
Checks:
* Configuration file validity
* Dovetail API connectivity
* Source credentials
* Staging directory available
* Disk space
## Troubleshooting
Run `dt doctor` first whenever something is wrong. It checks your config, your network connection to Dovetail, every configured source credential, and the staging directory. Most issues show up there before you have to debug deeper.
| **Symptom** | **Likely cause** | **What to do** |
| :---------------------------------------------------- | :------------------------------------------------------------------------------------------------------ | :-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `401 Unauthorized` | Your Dovetail API key or a source token is invalid or expired. | Regenerate the token, update the relevant environment variable, and re-run `dt source validate`. |
| `403 Forbidden` | Your Dovetail API key lacks permission, or the source account can’t read the content you’re asking for. | Confirm your Dovetail role includes API access. For sources, check that the source account has read access to the database, folder, space, or base in question. |
| `no records fetched` | The source can authenticate, but it can’t see the content. | Source-specific: in Notion, share the database with your integration; in Google Drive, share the folder with your service account email; in Confluence, check that the space allows your account to read pages; in Airtable, confirm the token has`data.records:read and schema.bases:read` scopes. |
| `rate limited` | The source’s API has thrown a rate-limit error. | No action needed — the CLI retries automatically with exponential backoff. If it keeps happening, lower --`limit` or run fewer migrations in parallel. |
| Migration interrupted (network drop, terminal closed) | The CLI exited before finishing. | Run `dt migrate resume` to pick up where it left off. |
| Migration appears stuck or silent | Default output is quiet. | Re-run with --verbose (or -v) for per-record progress. |
| `dt: command not found` after install | Your shell can’t find the binary on PATH. | For npm installs, add the global npm `bin` directory to `PATH`. For source builds, add `~/.local/bin` to `PATH`. |
| `dt --version` shows an old version after upgrading | A stale binary is shadowing the new one. | Run `which dt` to find the active binary. Remove or rename the old one, or reinstall. |
For verbose logs across any command:
```text theme={null}
dt migrate run --verbose
```
To get structured output that’s easier to parse from scripts or pipelines:
```text theme={null}
dt migrate status --output json
```
If you’ve tried `dt doctor`, checked the table above, and you’re still stuck, capture the output of `dt doctor` and `dt migrate run --verbose` and contact Dovetail support via [support@dovetail.com](mailto:support@dovetail.com) or the Support in-app chat.
## Uninstall
How you uninstall depends on how you installed.
### If you installed via npm
```text theme={null}
npm uninstall -g @heydovetail/dt
```
### If you built from source
Remove the binary:
```text theme={null}
rm ~/.local/bin/dt
```
If you added \~/.local/bin to your PATH only for the CLI, you can revert that change in your shell profile.
## Clean up configuration and staging
Uninstalling the binary doesn’t remove your config file or any staging directories from completed migrations. To remove them:
* Delete your config file (`dt.yaml` in whichever directories you ran the CLI from).
* Run `dt clean` before uninstalling to remove staging directories. After uninstall, remove any remaining staging directories manually.
* Unset the environment variables you exported (`DOVETAIL_API_KEY, NOTION_TOKEN`, and so on) from your shell profile.
### Revoke credentials
Uninstalling the CLI doesn’t revoke the tokens or OAuth grants it used. For a complete cleanup:
* Delete your Dovetail API key in your workspace settings.
* Revoke each source token from the source’s own settings (Notion integrations page, Atlassian API tokens, Airtable tokens page, Productboard public API, and so on).
* For Google Drive OAuth, revoke access at [myaccount.google.com/permissions](https://myaccount.google.com/permissions). For service accounts, delete the JSON key from your Google Cloud project.
***
Need a source the CLI doesn’t yet support, or hitting something the troubleshooting table doesn’t cover? Let us know.
# Dovetail API
Source: https://docs.dovetail.com/integrations/dovetail-api
Use the Dovetail API with a personal API key to read and write workspace data, automate tasks, and build your own integrations and scripts.
## Overview
The Dovetail API lets you extend Dovetail’s functionality beyond what we provide out of the box. Create your own scripts and applications that integrate with Dovetail to automate tasks, extract insights, and manage your data in an efficient manner.
Check out our technical API documentation for a more in-depth explanation on what our API supports and the specifics of each read/write API endpoint.
[**View developer docs**](https://developers.dovetail.com/docs) →
***
## Get started with Dovetail’s API
To get started, navigate to [Settings → Account](https://dovetail.com/settings/user/account), look for **Personal API keys**, and generate a token. This token will let you query and update data available to your user account. Data you do not have access to and actions that aren’t available to your user role will not be available when using your personal API key.
Need help? Join our [#api channel on Slack](https://join.slack.com/t/heydovetail/shared_invite/zt-2xsjocfes-5RHYnONEVdlYAmpyylRIpw), or post on [Stack Overflow](https://stackoverflow.com/questions/tagged/dovetail-api).
### FAQs
Yes. Dovetail limits the rate of REST API requests to ensure services are reliable and responsive for all API users. The default limit is 200 requests per minute per workspace.
# Figma Make
Source: https://docs.dovetail.com/integrations/figma-make
Bring real customer evidence into Figma Make prototypes by connecting Dovetail over MCP to search projects, docs, quotes, and transcripts.
## Overview
You can connect **Dovetail** to **Figma** **Make** using Model Context Protocol (MCP) to bring real customer data into AI-powered prototypes. This integration lets you securely access Dovetail data directly inside Figma Make.
## What you can do
With the Dovetail connector for Figma Make, you can:
* Search across your Dovetail workspace
* Access projects and docs
* Retrieve customer highlights and quotes
* Pull full transcripts and research data
* Use real customer evidence in AI prompts
## Supported capabilities
When connected, Figma Make can use the following tools:
| **Tool** | **Description** |
| :----------------------- | :------------------------------ |
| get\_dovetail\_projects | List all projects |
| list\_project\_insights | List docs for a project |
| get\_project\_insight | Get a specific doc by ID |
| get\_insight\_content | Get doc content in markdown |
| get\_project\_highlights | Get project highlights |
| list\_project\_data | List data entries for a project |
| get\_project\_data | Get specific project data by ID |
| get\_data\_content | Get data content in markdown |
| search\_workspace | Search across all content types |
## Connect Dovetail to Figma Make
To set up the integration, you’ll first connect Dovetail as an external tool in Figma Make.
### Step 1: Open Figma Make
1. Open your Figma file
2. Launch Figma Make
3. Open your Make project
### Step 2: Add Dovetail connector
1. In Figma Make, click **Add context**
2. Select **Connectors**
3. Select **Dovetail** in the list of available connectors
4. Sign in to your Dovetail workspace
5. Authorize read-only access
6. Confirm the connection
Once connected, Dovetail will be available as a connector in Figma Make.
For detailed instructions, see Figma’s guide: “Connect external tools using Figma Make connectors” in [Figma Help](https://help.figma.com/hc/en-us/articles/35440096186007-Connect-external-tools-using-Figma-Make-connectors).
***
## Use Dovetail in your prompts
After connecting, you can reference Dovetail data in your Figma Make prompts.
### Example: Search for relevant feedback
```text theme={null}
Search Dovetail for feedback about onboarding friction
```
### Example: Pull highlights from a project
```text theme={null}
Get highlights from the "Mobile App Redesign" project
```
### Example: Use docs in a prototype prompt
```text theme={null}
Use recent usability testing feedback from Dovetail to generate a checkout flow prototype
```
Figma Make will automatically fetch the relevant data using the MCP tools.
***
## Permissions
When connecting Dovetail to Figma Make, you’ll be asked to authorize the following permissions.
### Identity:
**Read access**
* Access your profile information
* Access your email address
### Workspace content:
**Read access**
* Search across workspace content
* View projects, docs, notes, highlights, channels, contacts, fields, files, and workspace users
* Access comments, tags, themes, and related metadata where you have permission to view them
### Content creation and management:
**Write access**
* Create and modify channels and channel data points
* Create and modify docs
* Create and modify notes and highlights
* Create and modify projects
### Offline access:
* Maintain a secure connection using refresh tokens, allowing Figma Make to access Dovetail without requiring you to re-authenticate each session
### Important notes
* Figma Make can only access content you already have permission to view or edit in Dovetail.
* Permissions granted through the integration follow your existing Dovetail workspace access controls.
* Existing Dovetail content will not be modified unless you explicitly instruct Figma Make to create or update content.
* You can revoke access at any time from your Dovetail integration settings.
***
## Learn more
* [Blog: Dovetail connector for Figma Make](https://dovetail.com/blog/dovetail-connector-figma-make)
* [Changelog: Dovetail connector for Figma Make](https://dovetail.com/changelog/dovetail-connector-figma-make)
* [Figma Help: Connect external tools using Figma Make connectors](https://help.figma.com/hc/en-us/articles/35440096186007-Connect-external-tools-using-Figma-Make-connectors)
***
## FAQs
If you can’t see your projects, check that:
* You’re signed into the correct Dovetail workspace
* You have access to those projects in Dovetail
* The MCP connection is active
If there are no search results, make sure:
* Your query matches available content
* You have permission to view the data
* The workspace is correctly connected
If the connection failed try:
* Reconnecting the MCP integration
* Re-authorizing permissions
* Refreshing Figma Make
If your workspace doesn’t appear as a selectable option when setting up the Figma Make integration, this is usually due to how authentication works.
Dovetail treats each login method (for example: Google login, SSO, email/password) as a separate identity. The workspaces available to you depend on the login method you used to sign in.
### How to fix it
To make your workspace appear in Figma Make:
1. Log out of Dovetail completely.
2. Log back in to Dovetail using the **same login method you use for Figma**.
3. Open and access the correct workspace directly in Dovetail (outside of the Figma flow).
Once you’ve accessed the workspace using that login method, it will become available as an option when connecting through Figma Make.
We also recommend connecting Figma Make and Dovetail within an incognito browser and following these steps within the incognito browser:
1. Log into Dovetail
2. Open a new tab within that **same** incognito window and log in to Figma (using the same login method you used for Dovetail)
3. Connect to Dovetail via Figma Make
# Freshdesk
Source: https://docs.dovetail.com/integrations/freshdesk
Sync Freshdesk support tickets into a Dovetail Channel, where they're automatically analyzed, summarized, and tracked for recurring issues.
Available on [Professional and Enterprise
plans](https://dovetail.com/pricing/)
## Overview
Connect your Freshdesk account to [Channels](https://dovetail.com/help/channels/) to automatically ingest and analyze support tickets. Once connected, tickets will sync into Channels where they’ll be grouped into themes, sentiment analyzed, and tracked over time, no manual tagging or reading required.
This integration helps support, product, and CX teams identify trends, spot recurring issues, and bring high-volume feedback closer to decision-making.
***
## Set up Freshdesk integration
You can set up your Freshdesk integration from [Settings](https://dovetail.com/settings/integrations), when create a new Channel, or want to `Add source` to an existing channel set up in your workspace.
* To do this, set up your Channel and select `Freskdesk` in the **Connect data source** modal. This will require you to review and accept the required permissions.
* From there, enter your Freshdesk **domain** (e.g. `yourcompany.freshdesk.com`) and paste your **API key** from Freshdesk. You can find this by going to your Freshdesk profile → **API key**.
***
## Import tickets to Channels
Once you have connected your Freshdesk account to Dovetail, you can sync support tickets received in Front into a Channel where they will be automatically stored, analyzed, summarized and organized into themes. The status of these tickets must be **Closed** to successfully import to Dovetail.
* To do this, open or create a new Channel for `Support tickets` and add `Freshdesk` as a **data source**.
* Next, select the past **closed** tickets you wish to sync to your channel.
* From there, confirm set up and select `Finish`. Once complete, data from Freshdesk will start importing into your Channel and continue to sync new issues into your Channel when received and closed in Freshdesk.
***
## Disconnect Freshdesk account
When you disconnect Dovetail, we will no longer have access to your Freshdesk data or your Freskdesk account information. Any files that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
* If you wish to disconnect Freshdesk account from Dovetail, select ⚙️ [\*\*Settings \*\*](https://dovetail.com/settings/user/integrations)→ [**Integrations**](https://dovetail.com/settings/user/integrations) , locate Freshdesk, click `•••`and select `Disconnect`.
# Front
Source: https://docs.dovetail.com/integrations/front
Bring Front support tickets into a Dovetail Channel in real time, where they're automatically analyzed and organized so you can track trends.
Available on [Professional and Enterprise
plans](https://dovetail.com/pricing/)
## Overview
Automatically import Front tickets into Channels in real-time, where they’ll be automatically analyzed and classified into themes, allowing you to track trends over time.
When setting up the connection, you’ll have the option to select specific inboxes to sync tickets from, and you can also select how far back you’d like to import existing data from. [Learn more about Channels →](https://dovetail.com/help/channels/)
***
## Set up Front integration
You can set up your Front integration from [Settings](https://dovetail.com/settings/integrations), when create a new Channel, or want to `Add source` to an existing channel set up in your workspace.
* To do this, set up your Channel and select `Front` in the **Connect data source** modal. This will require you to review and accept the required permissions.
To connect an external data source, you’ll need access to it to authorize the
specific permissions that Dovetail requires. If you don’t have the correct
level of access and are unable to authorize, you’ll need to reach out to an
internal team that can provide you with the correct access.
***
## Import tickets automatically to Channels
Once you have connected your Front Account to Dovetail, you can sync support tickets received in Front into a Channel where they will be automatically stored, analyzed, summarized and organized into themes.
* To do this, open or create a new Channel and add `Front` as a **data source**.
* Next, select the inboxes you wish to sync tickets from and how far back you’d like to import existing data from.
* From there, confirm set up and select `Finish`. Once complete, data from Front will start importing into your Channel and continue to sync new tickets into your Channel when received in Front.
***
## Disconnect Front account
When you disconnect Dovetail, we will no longer have access to your Front data or your Front account information. Any files that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
* If you wish to disconnect Front account from Dovetail, select ⚙️ [\*\*Settings \*\*](https://dovetail.com/settings/user/integrations)→ [**Integrations**](https://dovetail.com/settings/user/integrations) , locate Front, click `•••`and select `Disconnect`.
# G2
Source: https://docs.dovetail.com/integrations/g2
Pull G2 reviews into a Dovetail Channel, where they're analyzed alongside reviewer metadata so you can track what customers say about you.
Available in beta for workspaces on [Professional and Enterprise
plans](https://dovetail.com/pricing/).
## Overview
Automatically import G2 reviews into Channels in real-time, where they’ll be automatically analyzed and classified into themes, allowing you to track trends over time. When setting up the connection, you’ll have the option to select specific apps to sync reviews from, and you can also select how far back you’d like to import existing data from. [Learn more about Channels →](https://dovetail.com/help/channels/)
***
## Set up G2 integration
You can set up your G2 integration from [Settings](https://dovetail.com/settings/integrations), when creating a new Channel, or when you `Add source` to an existing channel set up in your workspace.
* To do this, set up your Channel and select `G2` in the Connect data source modal.
* In a separate window, navigate to your G2 integrations page and copy your API key. Paste this back into Dovetail and press `Continue`
***
## Import reviews automatically to Channels
Once you have connected your G2 account to Dovetail, you can sync reviews into a Channel where they will be automatically stored, analyzed, summarized and organized into themes.
* To do this, open or create a new Channel and add `G2` as a data source.
* Next, select the apps you wish to sync reviews from and how far back you’d like to import existing data from.
* From there, confirm set up and select `Finish`. Once complete, reviews will start importing into your Channel and continue to sync new reviews when received.
Along with the review comment itself, we will automatically sync in metadata related to the review if available. This includes `Reviewer name`, `Reviewer company`, and `Reviewer title`.
***
## Disconnect G2 account
When you disconnect Dovetail, we will no longer have access to your G2 data or your G2 account information. Any files that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
* If you wish to disconnect G2 account from Dovetail, select ⚙️ [\*\*Settings \*\*](https://dovetail.com/settings/user/integrations)→ [**Integrations**](https://dovetail.com/settings/user/integrations) , locate G2, click `•••`and select `Disconnect`.
# Gong
Source: https://docs.dovetail.com/integrations/gong
Import Gong call recordings and transcripts into Dovetail — stream them into a Channel for ongoing analysis, or a Project for hands-on work.
## Overview
Connect Gong to Dovetail and import your sales and customer call recordings for analysis. The same connection can feed two different workflows, depending on what you want to do with the calls:
* **Gong for Channels** — calls stream into a Channel where Dovetail analyzes the transcripts continuously, grouping feedback into themes and tracking trends over time. Best for high-volume, always-on analysis.
* **Gong for Projects** — calls import into a Project as playable audio or video data points, transcribed by Dovetail and ready for manual highlighting, tagging, and insight work. Best for hands-on analysis of a focused set of calls.
Both workflows share one Gong connection and the same team picker, so you only authorize once.
***
## Prerequisites
These apply to both workflows.
* A Dovetail workspace with Channels and/or Projects enabled.
* Channels: Can edit or Full access on the Channel.
* Projects: Access to add or edit data in the Project.
* A Technical admin role in Gong — required to authorize (or re-authorize) the connection. If that person doesn’t have Dovetail access, invite them as a free user.
* A Gong plan with API access.
To check a role in Gong, go to Company Settings → Team Members. A non–Technical admin can’t authorize Gong. In Projects, if you’re prompted to authorize and you’re not a Technical admin, you’ll see Gong’s permissions error—even if someone else already connected Gong for your workspace.
### How Gong authorization works
Both workflows use the same **OAuth 2.0** connection against `https://app.gong.io`. When you authorize, Dovetail requests these read-only scopes:
* Read call transcripts.
* Read detailed call metadata — parties, media, and content.
* Read basic call information such as title, duration, and language.
* Read the media (audio or video) URL for a call.
* Read user and team information.
All scopes are read-only — Dovetail reads from Gong and never writes back. Gong returns a customer-specific API endpoint at authorization time, so Dovetail automatically talks to the right Gong instance; there’s nothing to configure. Because the connection is shared, **if you’ve already connected Gong for one workflow, you won’t need to re-authorize for the other.**
### Choosing teams
Both workflows use the same team picker. Dovetail builds your Gong org chart from the user directory and shows it as a list of team managers, with the number of calls in the selected timeframe and the team’s member count next to each.
You scope what comes in by selecting managers:
* **Specific managers** — Dovetail imports calls owned by the selected managers and everyone who reports to them, directly or further down the chain. For example, selecting Erin Campbell’s team also pulls in calls owned by all her reports (Maddy, Anna, Felipe, and anyone reporting to them).
* **All managers** — Dovetail imports calls across every team, for broad coverage.
The filter is applied on each call’s primary owner in Gong, so a call is imported when its owner falls within the teams you selected. There’s no filtering by individual participant, call direction, keyword, or outcome — only by team and timeframe.
The timeframe sets how far back to backfill: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`. Changing it updates the call counts shown next to each team.
***
## Gong for Channels
Use this workflow to stream call transcripts into a Channel for continuous, automatic analysis. Dovetail themes the conversations as they arrive so you can track trends across your call volume without reading every call.
### Set up
You can set up the Gong integration from [Settings](https://dovetail.com/settings/integrations), when you create a new Channel, or when you `Add source` to an existing Channel.
In Dovetail, open the **Connect data source** modal and select `Gong`.
You’ll be redirected to Gong to log in and approve the requested permissions. You must sign in as a Gong Technical admin. If you’re already logged in, this happens in a single click.
Back in Dovetail, choose one or more **team managers** whose calls you want to import — or select all managers. Selecting a manager pulls in calls from everyone on their team, including reports further down the org chart.
Choose how far back to import existing calls: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`. Changing the timeframe updates the call counts shown next to each team.
Confirm setup and select `Finish`.
### What gets imported
Each Gong call becomes one Channels data point, with the transcript laid out as a multi-turn conversation.
Dovetail imports the full call transcript turn by turn, using the transcript text Gong provides. Each turn carries the speaker’s name, email, and **affiliation** — whether they’re internal (your team) or external (the customer or prospect) — matched from the call’s participant list. The Gong-generated **brief** (call summary) is attached alongside the transcript. Themes are generated based on content from external speakers.
The following metadata is attached as fields on the data point:
| Field | Gong source |
| ------------- | ---------------------------------------------------- |
| Call date | `started` |
| Duration | `duration` (seconds) |
| Direction | `direction` (Inbound, Outbound, Conference, Unknown) |
| Scope | `scope` (Internal, External, Unknown) |
| Media | `media` (Video or Audio) |
| Language | `language` |
| System | `system` (the source the call came from) |
| Purpose | `purpose` |
| Private | `isPrivate` |
| Primary owner | `primaryUserId` |
| Custom data | `customData` |
| Gong link | The call’s URL in Gong |
**Not imported:** the recording itself (Channels imports the transcript, brief, and metadata — not the audio or video; use the Projects workflow for playable media), Gong’s own analytics (trackers, scorecards, scores, sentiment, interaction stats), CRM-linked data, and Gong tags and categories. Dovetail computes its own analysis on the transcript.
Need a field that isn’t on this list? Let us know.
### Sync behavior
* **Backfill window.** When you first connect, Dovetail imports calls that started within the period you selected.
* **Ongoing sync.** New calls sync in automatically — Dovetail polls Gong roughly once an hour and tracks how far it has synced, so each run only pulls calls it hasn’t seen yet.
* **Reconnection.** If Gong rejects Dovetail’s credentials (for example, the authorizing admin’s access is revoked), the integration is flagged as needing reconnection and the sync stops until you reconnect.
* **Rate limiting.** If Gong rate-limits a request, Dovetail honors the `Retry-After` window and resumes automatically.
### Troubleshooting
**I can’t authorize the connection.** Only Gong Technical admins can authorize Gong. Check your role under **Company Settings → Team Members** in Gong. If you’re not an admin, ask one to complete the connection — they can be invited to Dovetail as a free user if needed.
**Authentication succeeds, but no calls import.** The selected teams may have no calls in the backfill window (widen the timeframe or select more managers), the calls may fall outside the teams you selected (the filter is on the call’s owner, resolved through the org chart), or the authorizing admin can’t see those calls in Gong (private calls or sharing restrictions).
**The integration shows as needing reconnection.** Gong rejected Dovetail’s credentials — usually because the authorizing admin’s Gong access changed. Reconnect with a current Technical admin account.
### Disconnect or delete the Gong source
There are two distinct actions on a Channels source.
**Disconnect.** Stops Dovetail from ingesting any new calls. Anything already imported stays in the Channel. Open the Channel, go to the sources list, click `•••` on the Gong source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** imported from it. This is permanent. Click `•••` on the Gong source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To revoke access entirely, remove Dovetail’s authorization in your Gong app or integration settings.
***
## Gong for Projects
Use this workflow to bring calls into a Project as playable audio or video data points. Dovetail transcribes each recording so you can play it back, read the synced transcript, and highlight, tag, and build insights by hand — the same as any other data in a Project.
### Set up
You import Gong calls from inside a Project, not from the Channels source picker.
Open the Project you want to import into and start an import. In the dialog, select the **Gong** tab.
If Gong isn’t authorized for your Dovetail user yet, you’ll be redirected to Gong to log in and approve access. You must sign in as a Gong Technical admin.
If you’ve already authorized Gong yourself (for example while setting up Channels), you should go straight to the team picker.
If someone else connected Gong, you may still be asked to authorize. Non–Technical admins can’t finish that flow—ask a Gong Technical admin to open the project and complete Import → Gong.
Choose one or more **team managers** whose calls you want to import, or select all managers. Selecting a manager pulls in calls from everyone on their team, including reports further down the org chart.
Choose how far back to import existing calls: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`.
### What gets imported
Each Gong call becomes one **data point** in the Project — a playable audio or video file with a transcript Dovetail generates from the recording.
This is the key difference from the Channels workflow: in Projects, Dovetail imports the actual recording and **transcribes it itself**, so the data point is the recording you can play back and scrub through.
Each data point carries the following metadata as fields:
| Field | Gong source |
| ----------- | ---------------------------------------------------- |
| Call date | `started` |
| Duration | `duration` (seconds) |
| Direction | `direction` (Inbound, Outbound, Conference, Unknown) |
| Scope | `scope` (Internal, External, Unknown) |
| Media | `media` (Video or Audio) |
| Language | `language` |
| System | `system` (the source the call came from) |
| Purpose | `purpose` |
| Private | `isPrivate` |
| User | `primaryUserId` |
| Custom data | `customData` |
**Not imported:** calls without a recording. If a Gong call has no audio or video media URL, it’s skipped — there’s nothing to play back or transcribe. Gong’s own analytics (trackers, scorecards, scores, sentiment), CRM-linked data, and Gong tags and categories aren’t imported either.
Need a field that isn’t on this list? Let us know.
### Sync behavior
* **Backfill window.** When you first import, Dovetail brings in calls that started within the period you selected and transcribes each recording.
* **Ongoing sync.** The import keeps syncing — Dovetail polls Gong roughly once an hour and adds new calls from the selected teams to the Project as they appear. It’s a continuous connection, not a one-time import.
* **Reconnection and rate limits.** Same as the Channels workflow — Dovetail flags the connection for reconnection if Gong rejects its credentials, and backs off automatically if Gong rate-limits a request.
### Managing or removing the import
To change which teams feed the Project, select Gong from the Sources menu in the top-right corner and Configure.
***
## Troubleshooting
#### I can’t authorize the connection / I see “Insufficient permissions… technical administrator…”
Only Gong Technical admins can authorize Dovetail. Check your role under Company Settings → Team Members in Gong.
If a Technical admin already connected Gong and *you* still see this message in Projects, that’s expected when Dovetail asks *your* account to authorize. Don’t keep retrying as a non-admin—ask a Technical admin to open the project and complete Import → Gong. Invite them to Dovetail as a free user if needed.
#### Gong was already connected for Channels, but Projects still asks me to authorize.
Project import checks whether *your* user has authorized Gong. Another person’s Channels connection doesn’t always skip authorize for you. A Technical admin should complete the project import setup.
#### The integration shows as needing reconnecting.
Gong rejected Dovetail’s credentials—often because the authorizing admin’s Gong access changed. Reconnect with a current Technical admin account.
***
## Disconnect Gong from your workspace
Disconnecting Gong entirely from your workspace happens in ⚙️ [Settings → Integrations](https://dovetail.com/settings/user/integrations): locate Gong, click `•••`, and select `Disconnect`. Dovetail then loses access to your Gong data; anything already imported into Channels or Projects stays in Dovetail.
# Google Calendar
Source: https://docs.dovetail.com/integrations/google-calendar
Route recordings from Google Calendar events into Dovetail projects by meeting title, then transcribe and summarize them automatically.
## Overview
Automatically import Google Calendar events directly into specific projects based on meeting titles. Once imported, they will be stored, transcribed, and summarized automatically with AI.
***
## Set up Google Calendar integration
Connecting your Google Calendar and Dovetail accounts means you’ll no longer need to import recorded meetings manually. You can now configure multiple rules to automatically route different types of meetings to different projects based on keywords in the event title. You’ll also need to connect your Dovetail account with your video conferencing tool so that all of the required event information can be imported.
* To do this, navigate to [Settings](https://dovetail.com/settings/integrations) and click on `Google Calendar`.
* Click `Connect` and sign in/select the Google account that you wish to authenticate.
* From there, select your video source (e.g., **Zoom**) and continue to authenticate.
* Once authenticated, you can add up to 4 configuration rules. For each rule, select your desired calendar, define the keywords the meeting title must contain (e.g., "User Interview"), and select the specific **Project** you want those recordings routed to.
* Press `Save` to activate your configurations.
**If your connection is interrupted**
If your Google Calendar authentication expires or disconnects in the background, Dovetail will notify you by email and show a **Needs reconnect** badge next to the integration in Settings.
To restore the connection, navigate to [Settings → Integrations](https://dovetail.com/settings/integrations), click on **Google Calendar**, and reconnect your Google account. You’ll need to set up your configuration rules again once reconnected.
Any calendar events that occurred while the integration was disconnected will not be automatically imported.
If you’d only like specific events to be imported to Dovetail, you can enter specific keywords within the configuration modal under the 'Event title must contain’ field. Meetings that contain *any* of the keywords entered will be imported.
These are the permissions we request:
1. See your personal calendar and any other calendars you can access
2. See events on your personal calendar and on other calendars you can access
3. Download a copy of your personal calendar and any other calendars you can access
4. See the email addresses of the contacts or groups you share calendars with
# Google Drive
Source: https://docs.dovetail.com/integrations/google-drive
Import Google Drive files and Google Meet recordings into Dovetail projects, including docs, sheets, slides, and drawings converted to PDF.
## Overview
Connect your Google Account to Dovetail to import Google cloud document, sheet, slide, drawing or Google Meet recordings directly into Dovetail.
***
## Set up Google Drive integration
* To connect your Google Drive account, open [Settings](https://dovetail.com/settings/integrations), locate **Google Drive** and click `•••`.
* Next, select `Connect` and continue to login to your Google account, review requested permissions, and confirm the connection.
* Once connected, you will be able to import files and Meet recordings directly from Google into Projects in Dovetail.
***
## Import files into Dovetail
Once you have connected your Google Account, you can import supported files into Dovetail where they can be stored and viewed by your team. Google Drive files can be added to any project readme, note, tag description and insight.
* To do this, open a project and click **+ New**
* Next, select `Google Drive` under **Import from** and select the files or recordings you wish to import.
* If you’ve selected a **Google Meet recording**, you can then follow the steps to transcribe your video and tag this in your note.
* If you’ve imported a **Google cloud document, sheet, slide or drawing**, it will be imported as a PDF.
***
## Disconnect your Google Account
When you disconnect Dovetail, we will no longer have access to your Google Drive files or your Google Account information. Any files that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
* To disconnect Google Drive account from Dovetail, select [Settings](https://dovetail.com/settings/integrations), locate **Google Drive**, click `•••` and select `Disconnect`.
***
## Requested permissions
When you connect Google Drive to Dovetail, you will grant Dovetail access to see your primary Google Account email address, associate you with your personal info on Google, see and download all your Google Drive files as well as the names and emails of people you share files with. We use this information to display and import your Google Drive files to Dovetail, and to link your Google Account with Dovetail.
Dovetail’s use of information received from Google APIs will adhere to the [Google API Services User Data Policy](https://developers.google.com/terms/api-services-user-data-policy#additional_requirements_for_specific_api_scopes), including the Limited Use requirements. Any information received from your Google Account is also handled in accordance with our Privacy Policy.
***
## Troubleshooting your Google Drive imports
#### Size limits
If you are importing a Google cloud document, sheet, slide or drawing, please be aware there is a 10MB size limit.
#### Permissions and access
When integrating Google Drive for the first time, please ensure that you allow Dovetail to **'See and download all your Google Drive files'** when prompted.
If you are importing a file from Google Drive that has been shared with you by another owner, please be aware of the file access permissions.
In Google Drive, there is an option for owners to prevent people from re-sharing, downloading, printing, or copying the file or changing access permissions. Unfortunately, this will also prevent the file from being successfully imported into Dovetail if you do not have the correct access.
To troubleshoot this, file access permissions will need to be amended by the original file owner. To amend a file’s access permissions for a viewer or commenter on Google Drive, open the file in Google Drive, right-click to open **Share** settings and enable **Viewers and commenters can see the option to download, print, and copy** for the file.
# Google Meet
Source: https://docs.dovetail.com/integrations/google-meet
Bring Google Meet recordings into Dovetail projects, either imported manually or routed automatically from your Google Calendar events.
## Overview
Connect your Google Account to Dovetail to import Google Meet recordings directly into Dovetail.
***
## Set up Google Meet integration
* To connect your Google Meet account, open ⚙️ [Settings ](https://dovetailapp.com/settings/user/integrations)→ [Integrations](https://dovetail.com/settings/user/integrations) , locate Google Meet and click `•••` .
* Next, select `Connect` and continue to login to your Google account, review requested permissions, and confirm the connection.
* Once connected, you will be able to import Meet recordings into Projects in Dovetail.
***
## Import Google Meet recordings
Connecting Google Meet along with your Google Calendar accounts means you’ll no longer need to import recorded meetings manually. You can configure which calendar you’d like to pull event recordings from, define any keywords that meeting titles must contain, and select which project you’d like events to be imported into.
* To do this, navigate to [Settings → Integrations](https://dovetail.com/settings/integrations) and click on `Google Calendar`.
* Click `Connect` and sign in/select the Google Calendar account that you wish to authenticate.
* From there, select your video source as Google Meet and continue to authenticate.
* Once you have authenticated your Google Meet source, select your desired calendar, and project that you want your Google Meet recordings to be imported to, and press `Save`.
**If your connection is interrupted**
If your Google Meet authentication expires or disconnects in the background, Dovetail will notify you by email and show a **Needs reconnect** badge next to the integration in Settings.
To restore the connection, navigate to [Settings → Integrations](https://dovetail.com/settings/integrations), locate Google Meet, and click **Reconnect**. You may be prompted to sign in to your Google account again.
Recordings from while the integration was disconnected will not be automatically imported.
***
## Disconnect your Google Account
When you disconnect Dovetail, we will no longer have access to your Google Meet recordings or your Google Account information. Any files that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
* If you wish to disconnect Google Meet account from Dovetail, select ⚙️ [Settings ](https://dovetail.com/settings/user/integrations)→ [Integrations](https://dovetail.com/settings/user/integrations) , locate Google Meet, click `•••`and select `Disconnect`.
***
## Requested permissions
When you connect Google Meet to Dovetail, you will grant Dovetail access to see your primary Google Account email address, associate you with your personal info on Google, see and download all your Google Meet files as well as the names and emails of people you share files with. We use this information to display and import your Google Meet files to Dovetail, and to link your Google Account with Dovetail.
Dovetail’s use of information received from Google APIs will adhere to the [Google API Services User Data Policy](https://developers.google.com/terms/api-services-user-data-policy#additional_requirements_for_specific_api_scopes), including the Limited Use requirements. Any information received from your Google Account is also handled in accordance with our Privacy Policy.
# Google Play Store
Source: https://docs.dovetail.com/integrations/google-play-store
Import Google Play Store reviews for your Android apps into a Dovetail Channel, where they're analyzed and made searchable with your feedback.
Available on all paid Dovetail plans.
Connect the Google Play Store to Dovetail to automatically import app reviews into Channels, where they’re analyzed, clustered into themes, and made searchable alongside the rest of your customer feedback.
Google Play Store is a Channels integration only. It doesn’t appear as an import source in Projects.
[**Learn more about Channels →**](/help/channels)
***
## Prerequisites
Before you start, make sure you have:
* A Dovetail workspace on any paid plan.
* Access to your organization’s Google Play Console with **View app information** permission. If you aren’t a developer, ask your developer team to add your email to your organization’s Google Console with **View app information** permissions.
* The **package name** for each app you want to import — for example, `com.acme.mobile`. You’ll enter these during setup.
* **Can edit** or **Full access** on the Channel where you want to import reviews. Manage permissions in the Channel’s Share settings.
* A shared Google account used by the person setting up the integration — Dovetail authenticates against a real Google user.
***
## Set up the integration
You can start the connection from the Channel you want to import into, or from **Settings → Integrations**.
1. Open the Channel where you want to import reviews, or create a new one.
2. Select **Add source**.
3. In the **Connect data source** dialog, select **Google Play**.
4. Review the requirements on the **Connect Google Play Store** screen and select **Continue**. Dovetail lists three prerequisites here:
* **To input your developer name.** If you aren’t a developer, ask your developer team to add your email to your organization’s Google Console with View app information permissions.
* **Google Play store login credentials.** Required to authorize the connection. If a Google Play Store account owner lacks Dovetail access, you can invite them as a free user from this screen.
* **‘Can edit’ or ‘Full access’ to the Channel.** Required to access the Channel. Manage permissions in the Channel’s Share settings.
***
## Authorize Dovetail
When you continue, a Google sign-in window opens.
1. Sign in with the Google account that has access to your Google Play Console.
2. Approve the requested permissions.
Dovetail requests two OAuth scopes:
| Scope | What it lets Dovetail do |
| -------------------------------------------------- | ----------------------------------------------------------- |
| `https://www.googleapis.com/auth/userinfo.email` | Identify the Google account that authorized the connection. |
| `https://www.googleapis.com/auth/androidpublisher` | Read reviews from apps in your Google Play Console. |
The `androidpublisher` scope is the only scope Google offers for programmatic access to reviews — it’s an all-or-nothing scope. To restrict what Dovetail can see, connect a Google user (or a Play Console user) who has access only to the apps you want Dovetail to read. You can revoke the connection at any time from your Google Account permissions.
**Common reason authorization fails:** the Google account you signed in with hasn’t been added to your organization’s Google Play Console, or it doesn’t have View app information permission on the apps you want to import. Ask a Play Console admin to add your email with the right permissions and try again.
***
## Add the apps you want to import
After authorizing, you’ll see the **Connect with your app store** step.
1. Enter one or more app package names. You can paste multiple, separated by commas — for example, `com.acme.mobile, com.acme.tablet`.
2. Select **Add**. Dovetail validates each package name against the Google Play API.
* Valid IDs move into the list below the input.
* Invalid IDs surface as an inline error: `Invalid app IDs [com.example.bad]`. Remove or correct them and try again.
3. Repeat until you’ve added every app you want to connect. You can add up to **10 apps** per integration. If you need more than 10, reach out to support.
4. Select **Continue**.
**Where to find a package name.** In the Play Console, open an app and check the URL or the **App details** page — the package name looks like `com.company.app` and is unique to that app.
***
## Confirm what to analyze
On **Configure what to analyze**, Dovetail pre-selects every app you validated in the previous step — you don’t need to pick them again.
* **Apps.** All validated apps are selected by default. You can uncheck any you don’t want in this Channel.
* **From the last.** Fixed to **Last 7 days**. Google Play’s Reviews API only exposes reviews from the last 7 days — this is a hard limit set by Google, not a Dovetail-side setting. Anything older isn’t available through the API. See [Backfilling older reviews](#backfilling-older-reviews) below if you need historical data.
Select **Finish** to create the data source.
***
## What Dovetail imports
For each review, Dovetail creates one data point in the Channel with the review text, the developer’s reply (if any), and a link back to the review in the Play Store.
**Fields Dovetail imports as metadata:**
| Field | Source |
| ----------------- | --------------------- |
| Rating | `starRating` |
| Reviewer language | `reviewerLanguage` |
| App version | `appVersionName` |
| Mobile version | `androidOsVersion` |
| Thumbs up | `thumbsUpCount` |
| Thumbs down | `thumbsDownCount` |
| Device | `device` |
| Recipient name | `creator.displayName` |
The data point itself includes:
* The review comment text as the analyzed content.
* The developer’s reply (if present), attributed to **Developer**, as a second turn in the conversation.
* The reviewer’s display name (as returned by Google — often a generic pseudonym).
* A direct link back to the review at `play.google.com/store/apps/details?id=&reviewId=`.
* The review’s last-modified timestamp as the data point’s date.
**What doesn’t transfer:**
* Reviews older than 7 days at the time Dovetail queries the API — Google doesn’t expose them.
* Star-rating-only reviews with no comment text.
* Reviewer email addresses. Google Play doesn’t expose them.
* Custom Play Console labels, internal notes, or A/B experiment context.
* Play Console policy actions, takedowns, or moderation events.
* Sentiment, topic, or category tags computed inside the Play Console.
* Screenshots or attachments — Google Play reviews are text-only.
* In-app purchase records, crash reports, or performance metrics.
* Historical revisions of a review after the reviewer edits it — Dovetail keeps whichever version it saw most recently.
Need a field that isn’t on this list? Let us know at [support@dovetail.com](mailto:support@dovetail.com).
***
## Sync behavior
* **Initial backfill.** On first connection, Dovetail imports reviews from the last 7 days for each connected app.
* **Ongoing sync.** After the initial import, Dovetail syncs about once an hour — new and updated reviews land in the Channel automatically, typically within an hour of being posted. The schedule is fixed; there’s no way to trigger a manual sync or change the frequency.
* **Scope.** Every review returned by the Reviews API for the connected apps, including reviews from any country and language, is imported. Dovetail doesn’t filter by rating, country, device, or language.
* **Developer replies.** If you reply to a review in Play Console, Dovetail imports the reply as a follow-up turn on the same data point.
* **Rate limits.** The Reviews API has per-project quotas set by Google. Dovetail retries transient rate-limit errors with backoff. Sustained failures show up in the Channel’s source card as a re-authorization or error banner.
### Backfilling older reviews
Because the Reviews API only returns the last 7 days, Dovetail can’t reach back further through the API. If you need historical reviews:
1. In Google Play Console, download reviews as a CSV from the **Ratings and reviews** report.
2. In the Channel, add the CSV as a second data source. Dovetail will analyze the historical reviews alongside the ongoing Google Play sync.
You’ll see a banner in the Channel that says: **“Google Play only imports data less than 7 days old. To backfill more, download a .csv from your Google console and import to Channels.”**
***
## Troubleshooting
**I authorized, but no reviews are showing up.**
* Google Play only exposes reviews from the last 7 days. If none of your apps received a reviewed comment in that window, there’s nothing for Dovetail to import. Check the Play Console’s **Ratings and reviews** report to confirm.
* Star-rating-only reviews with no text aren’t imported.
* Confirm the Google account you authorized with has **View app information** permission on the connected apps in Play Console.
**Fewer reviews imported than I expected.**
* Reviews with no comment text (star ratings only) aren’t imported.
* If a reviewer edited or deleted a review before Dovetail’s next poll, the newer version overwrites the older one; deleted reviews stop syncing.
* Some reviews may appear in Play Console’s UI before they appear in the API — Google’s API can lag by a few minutes.
**“Invalid app IDs” when I add a package name.**
* The package name must be exact — check for typos, extra spaces, or the wrong case.
* The authorized Google account must have access to that app in Play Console. If a colleague owns the app, ask them to grant you **View app information** permission.
* Confirm the app is published (or at least visible) in the same Play Console organization the account belongs to.
**The Channel is showing a re-authorization banner.**
* The Google refresh token expired, was revoked in your Google Account, or the connected user lost access to one or more apps in Play Console. From the source card, select **Reconnect** and sign in again. If the underlying issue was permissions, restore access in Play Console first.
* If some apps are inaccessible, you’ll see this message: **“The Dovetail service account no longer has access to one or more Google Play apps. Re-grant ‘View app information’ and ‘Reply to reviews’ in Play Console.”**
**We have multiple Play Console organizations.**
* Each Dovetail integration authorizes against one Google account. If that account has access to apps across multiple Play Console organizations, you can add package names from any of them, up to the 10-app cap. If you need apps from organizations the account can’t reach, connect a second Google account by adding a separate data source with a different signed-in user.
**Rate limits.**
* Dovetail respects Google Play’s per-project quotas and retries with backoff. Persistent 429 responses on your project will delay sync until Google restores quota — you don’t need to do anything on your side.
***
## Disconnect or delete the Google Play Store source
Disconnecting stops new data from importing but keeps everything already imported. Deleting removes the source and all its data points from the Channel — this is permanent.
**To disconnect:**
1. Open the Channel and select **Sources** (or the source card menu).
2. Select **••• → Disconnect**.
3. Confirm in the **Disconnect data source** dialog:
> Are you sure you want to disconnect **\** from **\**?
>
> This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
4. Select **Disconnect**.
You can reconnect later from the same menu — select **Reconnect** and re-authorize.
**To delete:**
1. From the same source menu, select **••• → Delete**.
2. Confirm in the **Delete data source** dialog:
> Are you sure you want to delete **\** from **\**?
>
> This will delete all associated data points. This is permanent and cannot be undone.
3. Select **Delete**.
**To fully revoke Dovetail’s access on the Google side:**
1. Go to [Google Account → Security → Third-party apps with account access](https://myaccount.google.com/permissions).
2. Find Dovetail in the list and select **Remove access**.
Revoking access in your Google Account also invalidates any refresh token Dovetail holds. If you reconnect later, you’ll need to re-authorize.
***
## FAQs
Dovetail identifies each app by its package name (also called the application ID) — for example, `com.spotify.music`. Here’s how to find it:
* **From the Play Store listing (easiest).** Open the app’s Play Store page and look at the URL. The package name is the value after `id=`. For example, in `https://play.google.com/store/apps/details?id=com.dovetail.support.app&hl=en_US`, the package name is `com.dovetail.support.app`. Ignore everything from `&` onward (`&hl=en_US` is just the display language).
* **From Google Play Console.** Open the app. The package name appears beneath the app’s name and in the Console URL for that app.
* **From your developer team.** It’s the `applicationId` in the app’s `build.gradle`.
Each package name is validated as you add it. Valid apps appear in the list; invalid ones show an error.
If you get an “Invalid app IDs” error for a package name you’re sure is correct, it usually means the connected Google account doesn’t have Play Console access to that app — not that the ID is wrong. Confirm the account has access to that app’s developer account, then try again.
Dovetail checks for new Google Play reviews about once an hour, automatically. When you first connect an app, we run an initial import right away so you don’t have to wait — after that, it settles into the regular hourly cadence. There’s nothing to configure and no button to press; new reviews flow in on their own.
The hourly schedule is fixed and applies to all workspaces — there isn’t currently a way to trigger a manual sync or change the frequency. In practice, hourly is frequent enough that new reviews typically appear in Dovetail within an hour of being posted.
Google’s Play Store API only makes reviews from the last 7 days available — older reviews are removed from the API by Google, not by Dovetail. Because of this:
* When you connect an app, we import the reviews from the past 7 days.
* From then on, hourly syncing keeps you fully up to date (an hour is well within Google’s 7-day window, so nothing is missed).
* To bring in older historical reviews, download a CSV export from your Google Play Console and import it into Channels directly. This is the only way to backfill beyond 7 days, and it’s a Google limitation that affects every tool, not just Dovetail.
There’s no Dovetail-imposed cap on the number of reviews. Google enforces its own usage limits on its API, and Dovetail automatically stays within them by pacing requests. For normal usage — even across many apps and a busy review volume — you won’t hit these limits.
If Google temporarily asks us to slow down, Dovetail automatically backs off and retries later, then resumes syncing on its own. You don’t need to do anything, and no reviews are lost — they’ll be picked up on the next successful sync.
The most common cause is a permissions change in the Google Play Console. If Dovetail’s access is revoked, re-grant “View app information” and “Reply to reviews” for the Dovetail service account in your Play Console, and syncing will resume.
Reach out to our team at [support@dovetail.com](mailto:support@dovetail.com), and we’d be happy to talk through it with you and your team.
# Integrations
Source: https://docs.dovetail.com/integrations/home
Browse every Dovetail integration, from support and review tools that feed Channels to Jira, Slack, and the API for acting on what you learn.
Connect essential tools to automate workflows, import data, and share actionable intelligence.
## Popular integrations
## All integrations
# HubSpot Service Hub
Source: https://docs.dovetail.com/integrations/hubspot
Import HubSpot Service Hub tickets and conversations into a Dovetail Channel, where they're analyzed so you can track trends in support volume.
## Overview
Automatically import **HubSpot Service Hub** support data into Channels in real-time, where it’s analyzed and grouped into themes so you can track trends across your support volume. [Learn more about Channels →](/help/channels)
When you set up the connection, you choose what to import:
* **Tickets** — support tickets, imported by **pipeline**. Each ticket lands with its originating conversation thread attached, plus its pipeline, stage, priority, and owner.
* **Conversations** — conversation threads, imported by **inbox**.
You also choose how far back to backfill existing data. This page focuses on the tickets import; the conversations import works the same way, scoped by inbox instead of pipeline.
***
## Prerequisites
* A Dovetail workspace with **Channels enabled**, and **Can edit** or **Full access** on the Channel you’re adding the source to.
* A HubSpot account with **Service Hub**, and either [**Super Admin**](https://knowledge.hubspot.com/user-management/hubspot-user-permissions-guide) or **App Marketplace Access** permissions (needed to authorize the app during connection).
* The authorizing HubSpot user needs access to the **pipelines** (for tickets) or **inboxes** (for conversations) you want to import, and to the **associated contacts**.
Dovetail’s HubSpot Service Hub integration is **read-only** — it imports and analyzes your data and never writes anything back to HubSpot.
***
## Set up the HubSpot Service Hub integration
You can set up the integration from [Settings](https://dovetail.com/settings/integrations), when you create a new Channel, or when you `Add source` to an existing Channel.
In Dovetail, open the **Connect data source** modal and select `HubSpot Service Hub`.
You’ll be redirected to HubSpot to log in and approve the requested permissions. Choose the HubSpot account you want to connect and approve. Dovetail returns in a connected state.
Under **Import from**, choose the HubSpot object to analyze:
* **Tickets** — support tickets by pipeline.
* **Conversations** — conversation threads by inbox.
Under **Analyze from**, select the **pipelines** whose tickets you want to import — or keep **All pipelines** to import from every pipeline. (For conversations, you pick inboxes instead.)
Under **From the last**, choose how far back to import existing data: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`. The default is `Last 30 days`.
Confirm setup and select `Finish`. Dovetail begins importing and keeps syncing new and updated tickets automatically.
### Authentication and permissions
Dovetail connects to HubSpot with **OAuth 2.0** and requests these read-only scopes:
* `tickets` — read ticket records and ticket pipelines.
* `conversations.read` — read conversation threads, including the thread that originated a ticket.
* `crm.objects.owners.read` — resolve ticket owners to their names.
* `crm.objects.contacts.read` — read the contacts associated with tickets and conversations.
Dovetail only **reads** from HubSpot — nothing is written back. The authorizing user’s HubSpot permissions cap what Dovetail can see: tickets in pipelines (or conversations in inboxes) that user can’t access won’t be imported.
If you connected HubSpot before the tickets import was added, your existing authorization may not include the `tickets` or `crm.objects.owners.read` scopes. Reconnect the integration to grant them.
***
## What gets imported
Each HubSpot ticket becomes one Channels data point, with the ticket’s **conversation thread** attached as the conversation.
### Conversation content
Dovetail pulls the messages from the ticket’s originating inbox thread, laid out as a multi-turn conversation. Each message carries its sender and whether it was from an agent or the contact. If a ticket has **no originating thread** — for example, one created from a form, manually, or via the API — Dovetail falls back to the ticket’s **description**. Tickets with neither a conversation nor a description are skipped.
### Ticket fields
Attached as fields on each data point:
| Field | HubSpot source |
| ------------ | ------------------------------------------------- |
| Subject | `subject` (used as the data point’s title) |
| Pipeline | `hs_pipeline` (resolved to its label) |
| Stage | `hs_pipeline_stage` (resolved to its label) |
| Priority | `hs_ticket_priority` (High, Medium, or Low) |
| Owner | `hubspot_owner_id` (resolved to the owner’s name) |
| Created date | `createdate` |
| HubSpot link | Deep link to the ticket record in HubSpot |
**Pipeline**, **Stage**, and **Priority** are also exposed as filterable fields on the Channel, so you can slice imported tickets by them. The contact on the first inbound message is used to identify the customer on the data point.
Pipeline, stage, and owner are stored as IDs in HubSpot; Dovetail resolves them to human-readable labels at sync time. If the connection is missing the pipelines or owners permission, tickets still import — pipeline/stage may show the raw value and owner may be blank.
### Not imported
* **Attachments and files** on tickets or messages.
* **Internal notes** that aren’t part of the conversation thread.
* **Custom ticket properties** beyond the standard fields listed above.
* **Tickets in pipelines you didn’t select.**
Need a field that isn’t on this list? Let us know.
### Sync behavior
* **Backfill window.** When you first connect, Dovetail imports tickets modified within the period you selected (`Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`).
* **Ongoing sync.** Dovetail tracks the most recent **last-modified** timestamp it has seen and pulls anything newer on each sync — so newly created tickets, and any ticket that gets re-opened or edited, are picked up.
* **Pipeline filter.** Only tickets in the pipelines you selected are imported. Choose **All pipelines** to import from every pipeline.
* **Rate limiting.** Dovetail respects HubSpot’s per-account API limits and backs off automatically.
***
## Troubleshooting
**Authorization fails or the app can’t be installed.** The authorizing HubSpot user needs **Super Admin** or **App Marketplace Access** permissions. Ask a HubSpot admin to authorize, or grant those permissions.
**Authentication succeeds, but no tickets import.** Likely causes:
* The selected pipelines contain no tickets in the backfill window.
* Every ticket in the window was skipped because it has neither a conversation thread nor a description.
* The authorizing user can’t see the selected pipelines in HubSpot.
**Ticket owners or pipeline/stage names are blank or show raw values.** Your connection is likely missing the `crm.objects.owners.read` or `tickets` scope (common for connections made before the tickets import existed). Reconnect the integration to grant the current scopes.
**A ticket’s HubSpot link goes to the wrong place.** Deep links are built from your account’s region-specific HubSpot app host. If links look off, reconnect so Dovetail re-captures your account’s region.
***
## Disconnect or delete the HubSpot Service Hub source
There are two distinct actions on a Channels source.
**Disconnect.** Stops Dovetail from ingesting any new data from this source. Anything already imported stays in the Channel.
To disconnect, open the Channel, go to the sources list, click `•••` on the HubSpot Service Hub source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** that was imported from it. This is permanent.
To delete, click `•••` on the HubSpot Service Hub source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To revoke Dovetail’s access entirely, remove the Dovetail app from your HubSpot account’s **Connected apps** settings. Disconnecting in Dovetail stops the sync; revoking in HubSpot ensures the tokens can no longer be used.
# HubSpot Contacts
Source: https://docs.dovetail.com/integrations/hubspot-contacts
Enrich Dovetail contacts with HubSpot CRM data by mapping contact and company properties, then syncing on demand or once a day.
Available only on the [Enterprise plan](https://dovetail.com/pricing/).
## Overview
The HubSpot Contacts integration connects your CRM data directly to Dovetail’s contacts database. It pulls HubSpot contact properties — and the properties of their associated companies — into Dovetail, so that all your customer feedback is automatically enriched with your CRM context. [Learn more about Contacts →](https://docs.dovetail.com/help/contacts)
You choose an email field to match contacts by, map any combination of HubSpot contact and company properties to your Dovetail contact fields, and then sync on demand or let a daily sync keep everything up to date.
HubSpot and Salesforce are mutually exclusive — a workspace can have only one CRM enrichment source connected at a time. If Salesforce is already connected, the HubSpot **Connect** button is disabled until you disconnect Salesforce, and vice versa. You’ll see the tooltip: *"Disconnect Salesforce to connect HubSpot. Only one CRM enrichment source can be connected at a time."*
***
## Who can set up the integration
HubSpot is a workspace-level integration, and permissions depend on the action:
* **Connecting** requires Dovetail workspace admin access and **Full access** or **Can edit** on the Contacts database. You’ll also need a HubSpot account that can authorize the connection and read contacts and companies.
* **Managing field mappings** (and the daily-sync setting) is limited to the user who connected the integration. Everyone else with access to Contacts can open the configuration, but only to view it.
* **Disconnecting** the integration is limited to workspace admins.
* **Running a sync**, either bulk or per-contact, is available to anyone with edit access to the Contacts database.
***
## Set up the HubSpot integration
Before you begin, make sure your contacts database already includes the fields you want to map from HubSpot — you won’t be able to create new fields while configuring the integration.
Go to ⚙️ [Settings → Integrations](https://dovetail.com/settings/user/integrations), scroll to **Contact enrichment**, and click the **HubSpot** card.
Click **Connect**. You’ll be redirected to HubSpot’s consent page. Choose the HubSpot account you want to connect and approve the requested permissions. Dovetail returns to the integration in a **Connected** state.
Open the HubSpot card again and click **Configure**.
On the **Configuration** tab, select the **Email** field that will match records between HubSpot and Dovetail. This is how Dovetail identifies the same contact across both systems.
Map HubSpot contact properties (`Contact.*`) and associated company properties (`Company.*`) to your existing Dovetail contact fields — for example, `Contact.firstname` to First name, `Contact.jobtitle` to Job title, `Company.name` to Company name. Make sure the field types match (for example, a number property in HubSpot maps to a number field in Dovetail).
Switch to the **Preview** tab to see how the mapped values will appear for real contacts. Nothing is saved to your contacts yet — use this to validate the configuration and spot any errors.
Optionally toggle on **Daily syncing**, then click **Save**. Once configured, you’re ready to start syncing.
***
## Syncing your contacts
Once your configuration looks right, you can enrich your Dovetail contacts with HubSpot data. There are three ways to sync.
### Set up an automatic daily sync
* Open the **Configure** dialog from the HubSpot card on the Integrations page, or from the **Source** dialog in the Contacts database.
* On the **Configuration** tab, switch on **Daily syncing**. Only the user who connected HubSpot can change this setting.
* Each day, Dovetail pulls fresh data from HubSpot for your synced contacts, as well as for any contacts whose email (the sync identifier) matches a HubSpot record. This keeps your Dovetail contacts up to date with no manual action needed.
* If a sync only partially completes or fails, Dovetail notifies you so you can resolve it from the **Sync errors** tab.
### Sync an individual contact
* Go to the **Contacts** database and select a contact (make sure they have an email address).
* Open the contact side panel and click **Sync contact**. The mapped fields from their HubSpot record populate in Dovetail within a few seconds.
### Bulk sync contacts
* In the **Contacts** database, click **Sync HubSpot contacts** in the header.
* A confirmation dialog shows how many of your Dovetail contacts currently have a matching HubSpot record (for example, "29 of 32" — contacts whose email doesn’t exist in HubSpot are skipped).
* Confirm to sync every matching contact in one run.
***
## Field protection
While the HubSpot integration is connected and a field is mapped, that field is read-only on the person record — you’ll see a tooltip explaining it’s managed by the HubSpot integration. This prevents anyone from accidentally overwriting values that will be replaced on the next sync. Turning off the mapping or disconnecting HubSpot makes the field editable again.
***
## Adding new fields after setup
HubSpot properties don’t sync into Dovetail automatically. When you add a new property in HubSpot, you’ll need to map it in Dovetail so it appears on your contacts:
* **Add the property in HubSpot** on the contact or company object, as you normally would.
* **Open the Configure dialog in Dovetail** from [Settings → Integrations](https://dovetail.com/settings/user/integrations), or from the Contacts database settings. Go to the **Configuration** tab.
* **Map the new property.** Your new HubSpot property appears automatically in the available-properties dropdown — map it to an existing Dovetail person field.
* **Trigger a sync.** The next daily sync picks up the change, or you can run a manual sync straight away.
* **View the values.** After the sync, the new field values appear on matching contacts. Contacts are matched by the email sync identifier, and fields synced from HubSpot are read-only on those contacts.
***
## Permissions and data handling
**Requested permissions**\
When you connect HubSpot to Dovetail, you grant the following read-only scopes:
* `crm.objects.contacts.read` — read your HubSpot contacts.
* `crm.schemas.contacts.read` — read the contact property definitions so you can choose which to map.
* `crm.objects.companies.read` — read the companies associated with your contacts.
* `crm.schemas.companies.read` — read the company property definitions so you can choose which to map.
Dovetail only **pulls data** from HubSpot — it never writes anything back. The HubSpot access token is short-lived (around 30 minutes); Dovetail uses a long-lived refresh token to keep the connection active without asking you to sign in again.
**Handling empty values from HubSpot**\
If a synced contact returns an empty value for a mapped property, Dovetail **keeps the existing value** for that field rather than overwriting it with a blank. Meaningful data won’t be lost just because the source returned nothing.
**Duplicate records**\
If multiple HubSpot contacts share the same email address, Dovetail uses the first matching record HubSpot returns. We recommend deduplicating contacts in HubSpot to keep results predictable.
***
## Resolving sync errors
If a contact can’t be synced, it appears on the **Sync errors** tab of the Configure dialog. From the `•••` menu on each row you can:
* **Re-sync contact** — retry the sync. If it succeeds, the contact comes off the list and syncing resumes for them.
* **Un-sync contact** — detach the contact from HubSpot entirely. They stay in your Contacts database with their current data, but future syncs won’t touch them.
When there are no errors, the tab shows an empty state.
***
**Key behaviors and limitations**
* **One-way sync:** Dovetail pulls data from HubSpot and never pushes changes back.
* **Matching:** already-synced contacts re-sync by their HubSpot record ID; new contacts are matched by the email sync identifier.
* **One CRM source per workspace:** HubSpot and Salesforce can’t be connected at the same time.
* **Editing:** mapped fields are read-only on contacts while the integration is connected.
* **Disconnecting:** contacts keep their synced data when you disconnect, and the fields become editable again. Reconnecting resumes syncing without losing data.
* **Database limits:** the contacts database supports up to 50,000 contacts.
* **Character limits:** text fields hold up to 300 characters; select options up to 50 characters. Longer values are truncated.
* **Field limits:** Select and Multi-select fields can each have up to 200 options, and Multi-select fields allow up to 100 selections. If you expect to exceed these, use a text field instead.
***
## Troubleshooting
**The Connect button is disabled.** Either you’re not a workspace admin, or Salesforce is already connected as your CRM enrichment source. Only workspace admins can connect HubSpot, and a workspace can have only one CRM source at a time — disconnect Salesforce first if you want to switch.
**A contact didn’t get enriched.** Confirm the contact has an email address in the field you set as the sync identifier, and that the same email exists on a HubSpot contact. Contacts whose email isn’t found in HubSpot are skipped and listed on the **Sync errors** tab.
**A company property came across empty.** Company properties only resolve when the HubSpot contact has an associated company. Contacts with no associated company sync their contact properties but leave company fields empty.
**I can’t edit a field on a contact.** Fields mapped to HubSpot are protected while the integration is connected. Turn off the mapping in the Configure dialog or disconnect HubSpot to make the field editable.
**A contact was deleted in HubSpot.** On the next sync, that contact is skipped and keeps its last-synced values in Dovetail. Their data isn’t wiped.
***
## Disconnect HubSpot
To disconnect, go to ⚙️ [Settings → Integrations](https://dovetail.com/settings/user/integrations), open the **HubSpot** card, and select **Disconnect**. Dovetail loses access to your HubSpot data and stops syncing. Contacts keep the data already synced, and their previously mapped fields become editable again. Reconnecting later resumes syncing without losing data.
To revoke Dovetail’s access from the HubSpot side, remove the Dovetail app from your HubSpot account’s **Connected apps** settings.
# Intercom
Source: https://docs.dovetail.com/integrations/intercom
Sync Intercom tickets from the inboxes you choose into a Dovetail Channel in real time, where they're analyzed so you can track trends.
## Overview
Automatically import Intercom tickets into Channels in real-time, where they’ll be automatically analyzed and classified into themes, allowing you to track trends over time.
When setting up the connection, you’ll have the option to select specific inboxes to sync tickets from, and you can also select how far back you’d like to import existing data from. [Learn more about Channels →](/help/channels)
***
## Set up Intercom integration
You can set up your Intercom integration from [Settings](https://dovetail.com/settings/integrations), when you create a new **Channel**, or when you want to `Add source` to an existing channel set up in your workspace.
To do this, set up your **Channel** and select **Intercom** in the **Connect data source** modal. This will require you to review and accept the required permissions.
***
## Permissions
To connect Intercom to a Dovetail Channel, you must have:
### In Dovetail:
* A paid Dovetail seat.
* **Can edit** access (or higher) on the Channel where you want to connect Intercom.
* If you are on a plan with user roles, you must be a **Contributor** or **Manager**
* Users with **Viewer** access cannot connect integrations or manage Channel data sources.
**Full access** is not required unless you also need to manage Channel permissions and sharing settings.
### In Intercom:
* You’ll need the following permissions:
* **Can install, configure, and delete apps**
This permission is required to authorize the Dovetail app during the Intercom connection process.
> Note: Dovetail’s Intercom integration is read-only and does not make changes to your data in Intercom.
***
## Permissions
To connect Intercom to a Dovetail Channel, you must have:
### In Dovetail:
* A paid Dovetail seat
* For plans that include user roles, you will need:
* Manager or Contributor access
* Users with **Viewer** access **cannot** connect integrations or manage Channel data sources.
**Full access** is not required unless you also need to manage Channel permissions and sharing settings.
### In Intercom:
* **Can install, configure, and delete app permissions**.
This permission is required to authorize the Dovetail app during the Intercom connection process.
> Note: Dovetail’s Intercom integration is read-only and does not make changes to your data in Intercom.
To connect an external data source, you’ll need access to it to authorize the specific permissions that Dovetail requires. If you don’t have the correct level of access and are unable to authorize, you’ll need to reach out to an internal team that can provide you with the correct access.
***
## Import conversations automatically to Channels
Once you have connected your Intercom account to Dovetail, you can sync support tickets received in Intercom into a Channel where they will be automatically stored, analyzed, summarized and organized into themes.
* To do this, open or create a new Channel for `Support tickets` and add `Intercom` as a data source.
* Next, select the inboxes you wish to sync conversations from and how far back you’d like to import existing data from.
* From there, confirm set up and select `Finish`. Once complete, data from Intercom will start importing into your Channel and continue to sync new tickets into your Channel when received in Intercom.
***
## What data is imported from Intercom
When you connect Intercom as a data source in a Channel, Dovetail imports **closed support conversations** (not open tickets) from the Intercom teams you’ve selected. Here’s what gets brought in for each conversation:
### Core conversation details
* Conversation ID and link to the original Intercom conversation
* Subject line
* Initial message body
* Created date and time
* Any tags assigned to the conversation
* Team assignment (mapped to the team or source in Dovetail)
### People information
* Original author or creator (name and email when available)
* All conversation participants (names, emails, and participant type when available)
### Message thread content
* All replies and messages within the conversation (text content and timestamp)
* Participant information for each message
* System notes and empty message parts are filtered out to keep your data clean
* Thread content is intentionally limited to keep imports bounded and performant:
* **Max 20 conversation parts** (replies and comments)
* **Max 10,000 total characters** across all parts
* If a thread exceeds these limits, older parts are trimmed from the end while keeping at least one part
* This ensures a few very large tickets don’t slow down imports or consume excessive processing resources
### Metadata and custom fields
* Built-in Intercom fields like Team, Tags, Recipient email, and Recipient name
* Custom conversation attributes you’ve set up in Intercom (where supported)
* Intercom conversation type information
Open conversations within Intercom are not imported. Only closed conversations sync into Dovetail.
# Jira
Source: https://docs.dovetail.com/integrations/jira
Create Jira tickets from customer feedback in Dovetail Channels and link the two, so your roadmap stays grounded in real evidence.
## Overview
Build customer-driven roadmaps by creating tickets from and linking customer feedback to projects in Jira. Our Jira integration works across themes and data in [**Channels**](https://docs.dovetail.com/help/channels), so you can act on what you learn from customers.
***
## Set up Jira integration
Anyone with access to both Jira and Dovetail can initiate the connection from any active Channel. There are two ways to integrate your Jira account with Dovetail.
* To do this, navigate to a **theme** or **data point** within a Channel and click the `•••` menu.
* Select `Send to Jira` and follow the prompts to log in and authorize the integration.
* Create and link Dovetail content to Jira projects instantly once the connection is authorized.
* To connect your Jira account, select ⚙️ [Settings ](https://dovetailapp.com/settings/user/integrations)**→**[ Integrations](https://dovetail.com/settings/integrations), locate **Jira** and click `•••`.
* Next, select `Connect` and continue to login to your Jira account, review requested permissions, and authorize the connection.
* Once connected, you will be able to create and link Dovetail content to Jira issues and projects.
***
## Link Dovetail content to Jira
You can link Channels themes, Channels data points, and docs to Jira. When linking, these items are attached to Jira issues as embedded objects.
* To do this, navigate to a theme, data point, or doc and click the `•••` menu .
* Next, click **Send to Jira** and configure your new issue:
* **Required Fields:** Select a project and issue type, then provide a summary and description.
* **Optional Fields:** You can also set a priority level or assign the issue to a team member.
***
## View Dovetail content in Jira
Once an theme, or data point from Dovetail is linked, it will appear as an interactive embed within the Jira issue or project. The embed shows a preview of the content from Dovetail and includes a direct link back to the original item for full context.
While only authenticated users can link or create items from Dovetail, the resulting embeds are visible to all users in Jira, and the link status is visible to all users in Dovetail.
***
## Disconnect your Jira account
When you disconnect Dovetail, we will no longer have access to your Jira data or your Jira account information. Any files that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
* If you wish to disconnect Jira account from Dovetail, select ⚙️ [Settings ](https://dovetail.com/settings/user/account)→ [**Integrations**](https://dovetail.com/settings/integrations) , locate Jira, click `•••`and select `Disconnect`.
***
## API scopes and permissions
When connecting Jira to Dovetail, you’ll be asked to authorize a set of OAuth scopes. These scopes determine what data Dovetail can access in your Jira account.
The scopes requested depend on how you’re using the Jira integration:
#### Jira Service Management (Channels import)
Used when connecting Jira as a data source to import support tickets into Channels:
**Scopes requested:**
* `read:me`
* `offline_access`
* `read:servicedesk-request`
* `read:jira-work`
This access allows Dovetail to:
* Read support requests (tickets)
* Access issue data and metadata
* Continuously sync new and updated tickets
#### Jira Software (issue creation and linking)
Used when creating or linking Jira issues from Dovetail (e.g. sending themes or data points to Jira).
**Scopes requested:**
* `read:me`
* `offline_access`
* `read:jira-work`
* `write:jira-work`
* `read:jira-user`
This access allows Dovetail to:
* Read existing Jira issues
* Create and update issues in Jira
* Associate Jira issues with Dovetail data
***
### Notes
* The `offline_access` scope allows Dovetail to maintain the connection without requiring you to re-authenticate frequently.
* Dovetail only accesses data that the connected Jira user already has permission to view or modify.
* For Channels imports, access is **read-only** and Dovetail does not make changes to your Jira data.
# Jira Service Management
Source: https://docs.dovetail.com/integrations/jira-service-management
Import Jira Service Management issues into a Dovetail Channel in real time, where they're analyzed automatically so you can spot recurring problems.
Available on [Professional and Enterprise plans](https://dovetail.com/pricing/)
## Overview
Automatically import Jira Service Management issues into Channels in real-time, where they’ll be automatically analyzed and classified into themes, allowing you to track trends over time.
When setting up the connection, you’ll have the option to select specific inboxes to sync tickets from, and you can also select how far back you’d like to import existing data from. [Learn more about Channels →](/help/channels)
***
## Set up Jira integration
You can set up your Jira integration from [Settings](https://dovetail.com/settings/integrations), when create a new Channel, or want to `Add source` to an existing channel set up in your workspace.
* To do this, set up your Channel and select `Jira` in the Connect data source modal. This will require you to review and accept the required permissions.
***
## Import issues automatically to Channels
Once you have connected your Jira Account to Dovetail, you can sync support tickets received in Jira into a Channel where they will be automatically stored, analyzed, summarized and organized into themes.
* To do this, open or create a new Channel for `Support tickets` and add `Jira` as a data source.
* Next, select the inboxes you wish to sync issues from and how far back you’d like to import existing data from.
* From there, confirm set up and select `Finish`. Once complete, data from Jira will start importing into your Channel and continue to sync new issues into your Channel when received in Jira.
Only tickets with a status of `Done` or `Closed `are brought into the Channel.
***
## Jira Service Management permissions
To connect Jira Service Management as a data source to a Channel, you’ll need the appropriate permissions in Jira to authorize the integration and access the relevant projects.
### Project-level requirements
To connect a Jira Service Management project to a Channel, you must be a **Project Admin** for that JSM project.
* This allows you to:
* Select the project during setup
* Authorize access to its tickets
* Configure the sync into Dovetail
### Site-level requirements (initial setup)
If your Jira site has not yet been connected to Dovetail, the initial authorization step may require a **Site Admin** in Jira.
* This is typically a one-time setup at the Jira site level
* Once completed, Project Admins can connect individual projects to Channels without needing Site Admin access
### Additional notes
* You must also have access to the Jira projects you want to sync
* If you don’t have the required permissions, you’ll need to contact your Jira admin to complete the setup
***
## API scopes and permissions
When connecting Jira to Dovetail, you’ll be asked to authorize a set of OAuth scopes. These scopes determine what data Dovetail can access in your Jira account.
The scopes requested depend on how you’re using the Jira integration:
#### Jira Service Management (Channels import)
Used when connecting Jira as a data source to import support tickets into Channels:
**Scopes requested:**
* `read:me`
* `offline_access`
* `read:servicedesk-request`
* `read:jira-work`
This access allows Dovetail to:
* Read support requests (tickets)
* Access issue data and metadata
* Continuously sync new and updated tickets
#### Jira Software (issue creation and linking)
Used when creating or linking Jira issues from Dovetail (e.g. sending themes or data points to Jira).
**Scopes requested:**
* `read:me`
* `offline_access`
* `read:jira-work`
* `write:jira-work`
* `read:jira-user`
This access allows Dovetail to:
* Read existing Jira issues
* Create and update issues in Jira
* Associate Jira issues with Dovetail data
***
### Notes
* The `offline_access` scope allows Dovetail to maintain the connection without requiring you to re-authenticate frequently.
* Dovetail only accesses data that the connected Jira user already has permission to view or modify.
* For Channels imports, access is **read-only** and Dovetail does not make changes to your Jira data.
***
# Linear
Source: https://docs.dovetail.com/integrations/linear
Create Linear issues from feedback in Dovetail Channels and Projects, and link them back so your roadmap stays tied to customer evidence.
## Overview
Build customer-driven roadmaps by creating tickets from and linking customer feedback to projects in Linear. Our Linear integration works across themes and data in [**Channels**](https://docs.dovetail.com/help/channels) as well as docs and highlights in [**Projects**](https://docs.dovetail.com/help/projects) so you can act on what you learn from customers.
***
## Set up Linear integration
Anyone with any level of user access to Linear and Dovetail can connect to Dovetail by navigating to the [**Settings**](https://dovetail.com/settings/user/integrations) page in Dovetail.
* To connect your Linear account, select ⚙️ Settings **→**[ Integrations](https://dovetail.com/settings/user/integrations), locate **Linear** and click `•••`.
* Next, select `Connect` and continue to login to your Linear account, review requested permissions, and authorize the connection.
* Once connected, you will be able to create and link Dovetail content to Linear issues and projects.
***
## Create a Linear issue
Create a Linear issue or project directly from customer feedback in Channels or Projects.
* To do this, navigate to a **theme** or **data point** within a channel and click the `•••` menu .
* Next, click **Send to Linear** then **Create new issue**.
* From there, complete details that you want to appear in Linear. When creating a project, you must select a team and enter a issue name. Optional fields include a description for the issue, a label, state, priority, assignee, project, and customer.
* To do this, navigate to a **highlight** or **doc** within a channel and click the `•••` menu .
* Next, click **Send to Linear** then **Create new issue**.
* From there, complete details that you want to appear in Linear. When creating a project, you must select a team and enter a issue name. Optional fields include a description for the issue, a label, state, priority, assignee, project, and customer.
***
## Create a Linear project
Create a Linear project directly from customer feedback in Channels or Projects.
* To do this, navigate to a **theme** or **data point** within a channel and click the `•••` menu .
* Next, click **Send to Linear** then **Create new project**.
* From there, complete details that you want to appear in Linear. When creating a project, you must select a team and enter a project title. Optional fields include a description for the project, a label, and customer.
* To do this, navigate to a **highlight** or **doc** within a channel and click the `•••` menu .
* Next, click **Send to Linear** then **Create new project**.
* From there, complete details that you want to appear in Linear. When creating a project, you must select a team and enter a project title. Optional fields include a description for the project, a label, and customer.
***
## Link Dovetail content to Linear
You can link Channels themes, Channels data points, Project highlights, and docs to Linear. When linking, these items are attached to Linear issues or projects as embedded objects.
* To do this, navigate to a theme, data point, highlight, or doc and click the `•••` menu .
* Next, click **Send to Linear** and select one of the following options:
* **Link to existing issue:** Search for an existing Linear issue and link the Dovetail item to it.
* **Link as a customer request to existing project:** Search for an existing Linear project and add the Dovetail item as a customer request.
***
## View Dovetail content in Linear
Once a doc, theme, or highlight from Dovetail is linked, it will appear as an interactive embed within the Linear issue or project. The embed shows a preview of the content from Dovetail and includes a direct link back to the original item for full context.
While only authenticated users can link or create items from Dovetail, the resulting embeds are visible to all users in Linear, and the link status is visible to all users in Dovetail.
***
## Disconnect your Linear account
When you disconnect Dovetail, we will no longer have access to your Linear data or your Linear account information. Any files that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
* If you wish to disconnect Linear account from Dovetail, select ⚙️ [Settings ](https://dovetail.com/settings/user/account)→ [**Integrations**](https://dovetail.com/settings/integrations) , locate Linear, click `•••`and select `Disconnect`.
***
## Requested permissions
The Linear integration uses an OAuth app that requires the following scopes:
* **read** – Allows the integration to read data from your Linear workspace.
* **write** – Allows the integration to update existing records.
* **issues:create** – Lets the integration create new issues in Linear.
* **comments:create** – Lets the integration add comments to issues.
These permissions enable Dovetail to sync data, create issues, and add comments automatically, ensuring a smooth workflow between Linear and Dovetail.
With these scopes, the integration can access Linear workspace data that the **installing user** has permission to see.
# MCP server
Source: https://docs.dovetail.com/integrations/mcp-server
Give AI assistants like Claude and Cursor secure access to your Dovetail workspace through the MCP server, to search data and create content.
## Overview
Streamline access to customer intelligence with the Dovetail MCP server. Designed for efficiency and seamless integration, the Dovetail MCP server enables AI models to securely access, search and create customer feedback within your Dovetail workspace.
The **Model Context Protocol (MCP)** is an open standard that allows AI assistants, like Claude Desktop or Cursor - to connect with other tools and services. By connecting to an MCP server you can transform an AI assistant from a helpful generalist tool into a a powerful, informed teammate capable of giving more grounded answers and performing more complex tasks.
Dovetail’s MCP server allows you to connect AI assistants to your Dovetail workspace, allowing these assistants to query your research data, summarize insights, find evidence, and create new content directly within your AI chat interface, without manually copying and pasting information.
***
## What can you do with the Dovetail MCP?
Normally, you need to manually provide your AI assistant with context by pasting transcripts or information into your chat. With the Dovetail MCP server, your AI assistant gets read access to your Dovetail data, docs and data points. It’s able to search across your workspace, dive into specific transcripts, look for projects, find published docs and highlights, and now create new content on your behalf.
When you connect Dovetail to an MCP-compatible AI assistant, you can use natural language to interact with your customer data.
* **Ask questions about your data** \
Query your findings by asking things like "What are the most common complaints about our checkout flow?" or "What did users say about the new dashboard design?"
* **Generate summaries**\
Quickly get a high-level overview of a specific project, folder, or set of docs without leaving your AI tool
* **Find evidence instantly**\
Ask the AI to find specific customer quotes (highlights) or existing docs that support a hypothesis you are working on.
* **Draft content with context**\
If you are using an AI to write a product brief or a blog post, the AI can reference your actual Dovetail data to ensure the content is grounded in real customer data.
* **Fetch richer data**
AI tools can now retrieve contacts, users, folders, doc comments, highlights, channel themes, and project tags from your Dovetail workspace. Existing retrieval tools also support filtering by name, timestamp, and parent folder.
* **Create directly from your AI tool**
You can now create projects, docs, data, highlights, and channel data without leaving your AI tool of choice.
***
## How it works
The Dovetail MCP server acts as a secure translator between your AI assistant and your data in Dovetail. When you connect your AI assistant to Dovetail’s MCP server, your AI assistant gets access to a whole suite of tools it can use to answer any questions or requests you send it.
Your AI assistant will be able to use these tools to gather context, provide you with richer, more grounded answers, and take action within your Dovetail workspace on your behalf.
### Security and permissions
The AI only has access to the information you can access. It can’t see projects or data that you don’t have permission to access. Any changes made through the MCP server are performed on your behalf, using your own access and permissions.
You maintain full control. You can connect or disconnect your AI assistant from Dovetail whenever you like.
***
## Get started with Dovetail’s MCP server
There’s a few ways to get set up with an MCP server. It is a technical process, so while you don’t need to be a developer to use it, you may want to ask for assistance from a developer or a technical teammate to install it.\
You can get set up in one of several ways:
* **Connecting with an API token**\
Most AI tools will require that you generate a "Personal API Key" from your Dovetail account settings.
* **Connecting with a first party integration**\
Some tools (like ChatGPT, Figma Make) natively support Dovetail as an MCP connector. You just need to login to your Dovetail account. \
[Connect Dovetail to Claude](https://docs.dovetail.com/claude)\
[Connect Dovetail to ChatGPT](https://docs.dovetail.com/chatgpt)\
[Connect Dovetail to Figma Make](https://docs.dovetail.com/integrations/figma-make)
* **Running a local server**\
Some tools (like Claude) may require you to run a small script on your computer to get connected.
You’ll also need to add a small snippet of code or your API key into your AI tool of choice, so that it knows how to communicate with Dovetail.
If you are ready to set this up, or if you want to pass the instructions to a teammate who can help, please refer to our more in-depth technical documentation:
\
[View developer docs](https://developers.dovetail.com/docs/mcp) ***→***
***
## Bring customer intelligence to your users
If you’re interested in partnering with Dovetail to bring it into your app or service, you can build a custom integration using our MCP server.
For partnership inquiries or help getting started with a new connector, reach out to us at [mcp@dovetail.com](mailto:mcp@dovetail.com).
***
## Share your feedback
Let us know about your experience with our MCP server. All feedback is shared with the Dovetail team to help us improve the experience.
Need help? [Chat with our team](https://dovetail.com/help/?contact), or join our [#api channel on Slack](https://dovetail.com/community/#slack).
***
## FAQs
We recommend connecting Dovetail to your MCP tool via an incognito browser by following these steps:
1. Open an incognito/private browser window
2. Log into your Dovetail workspace
3. Log into \[Claude / Figma / MCP tool] using the *same* login method you use for Dovetail
4. Connect Dovetail
If you are still having issues after following the steps above, please contact our support team via [support@dovetail.com](mailto:support@dovetail.com) and include:
* A screen recording of the steps above *with* your browser console logs
* Confirmation of the integration/tool you’re connecting (Claude, MCP, Figma, etc.)
**Steps to open the console log:**\
• Chrome/Edge: Press `Ctrl + Shift + I` (Windows/Linux) or `Cmd + Option + I` (macOS)\
• Firefox: Press `Ctrl + Shift + K` (Windows/Linux) or `Cmd + Option + K` (macOS)
Alternatively, you can right-click on the webpage, select “Inspect” or “Inspect Element,” and navigate to the “Console” tab.
# Microsoft Copilot
Source: https://docs.dovetail.com/integrations/microsoft-copilot
Search Dovetail from Microsoft 365 Copilot so work in Word, Excel, Outlook, and Teams is grounded in real customer research and quotes.
## Overview
Bring your customer research into Microsoft 365 Copilot. Search your Dovetail workspace, pull docs and customer quotes, and ground your work in real research — whether you’re drafting a proposal in Word, building a business case in Excel, replying to a customer in Outlook, or answering a question in Teams, all without leaving Copilot.
The Dovetail agent for Copilot is a first-party integration — no manual server configuration or API tokens needed. It uses OAuth, so you just sign in and authorize.
## Supported capabilities
The agent has access to your full Dovetail workspace toolset. It can both read your research and, when you ask it to, create new content — write actions are always confirmed with you first.
| **Product area** | Tool | **Type** | **What it does** |
| :------------------------ | ----------------------------- | ---------- | :------------------------------------------------------------------------------------------------------------------------------------------ |
| Search & navigation | `search_workspace` | Read | Search your whole workspace for anything: projects, docs, data, highlights, tags, channels, themes — and narrow by type, location, or date. |
| | `list_folders` | Read | Browse all the folders in your workspace. |
| | `get_folder` | Read | Open a single folder to see its name and where it sits. |
| | `get_folder_contents` | Read | See everything inside a folder: projects, docs, channels, dashboards. |
| Projects | `list_project_templates` | Read | See the project templates you can start from. |
| | `get_dovetail_projects` | Read | Browse all your projects, or find one by name. |
| | `get_project` | Read | See a project’s details, like its title, owner, and folder. |
| | `create_project` | **Create** | Create a project (optionally from a template and/or inside a folder) |
| Docs | `list_docs` | Read | Browse all your docs. |
| | `list_personal_docs` | Read | Find docs written by or assigned to a specific person. |
| | `get_doc` | Read | See a doc’s details (title, author, date), not its content |
| | `get_doc_content` | Read | Read the full text of a doc. |
| | `create_doc` | **Create** | Create a new doc. |
| | `list_doc_comments` | Read | Read the comments on a doc. |
| | `get_doc_comment` | Read | Open a single comment to see who wrote it and when. |
| Data | `list_project_data` | Read | Browse data in a project. |
| | `get_project_data` | Read | See a data entry’s details, like the participant, type, and tags (not its content). |
| | `get_data_content` | Read | Read the full content of a data entry, such as an interview transcript. |
| | `create_data` | **Create** | Create new data. |
| Highlights & tags | `get_project_highlights` | Read | See highlights saved in a project. |
| | `get_highlight` | Read | Open highlight to see its content, tags, and where it came from. |
| | `create_transcript_highlight` | **Create** | Highlight a moment in an audio or video transcript. |
| | `list_tags` | Read | See the tags used in a project. |
| | `get_tag` | Read | Open a single tag to see its name and project. |
| Fields | `list_fields` | Read | See the custom fields set up on a project. |
| | `get_field` | Read | Open a single field to see its name and details. |
| Files | `get_file` | Read | See a file’s details, like its name and type. |
| Channels | `list_channels` | Read | See all your channels. |
| | `get_channel` | Read | Open a channel and see how it sorts incoming feedback. |
| | `list_channel_data` | Read | See the feedback flowing into a channel: reviews, survey replies, tickets (with its sentiment). |
| | `get_channel_datum` | Read | Open a single data point to see its content, sentiment, and theme it belongs to. |
| | `list_channel_themes` | Read | See all themes for a selected channel. |
| | `create_channel_datum` | **Create** | Create new channel data point. |
| Contacts | `list_contacts` | Read | Browse all your contacts. |
| | `get_contact` | Read | Find a single contact to see their details. |
| Users | `list_users` | Read | Browse all your workspace users. |
| | `get_user` | Read | Find a single user to see their details. |
Copilot always works within your existing Dovetail permissions — it can only see and act on what you already have access to. Before creating or changing anything, it tells you exactly what it will do and waits for your confirmation.
## Connect Dovetail to **Copilot**
**Before you connect you’ll need:**
* An active Dovetail account
* An active Microsoft 365 Copilot account
* Your Microsoft 365 admin may need to approve the Dovetail agent for your organization before it’s available for you
**Steps to connect:**
* **Add the Dovetail agent.** In Microsoft 365 Copilot, open the agents panel and choose **Get agents** (or, in Microsoft Teams, go to **Apps**). Search for **Dovetail** and add it. If you already use Teams, the agent is quick to add from there.
* **Sign in to Dovetail.** Open the Dovetail agent and start a chat. The first time you use it, Copilot prompts you to connect — select **Sign in**, then authorize access with your usual Dovetail credentials.
* **Start asking questions.** Copilot can now search your workspace, read docs, and surface customer highlights — and use that research as grounded evidence in whatever you’re writing.
Adding the agent and signing in are separate steps. Even if you already use Dovetail elsewhere in Microsoft Teams, the Copilot agent authenticates on its own.
## Using Dovetail in your prompts
Once connected, open a chat with the Dovetail agent in Microsoft 365 Copilot and ask in natural language. The best results come from letting Copilot chain tools together — search first, read the details, then draft.
#### Example: **prepare for renewal conversations**
```text theme={null}
What are the top friction points impacting enterprise renewal conversations this quarter? Summarize the patterns and back each one with a customer quote.
```
#### Example: **find product gaps**
```text theme={null}
Search Dovetail for feedback about our onboarding experience, then help me write an exec summary of our biggest product gaps, using the insights and quotes as evidence for each point.
```
#### Example: **spot emerging themes**
```text theme={null}
What new themes are emerging from our most recent customer calls and feedback channels? Flag anything that wasn't showing up last month.
```
## Tips
If you’re unsure of a project name, ask Copilot to list your projects first, or paste a Dovetail URL and it will resolve it to the right project, doc, or highlight.
For the best results, ask Copilot to chain actions together, such as “Search for X, read the full doc, then pull the supporting quotes.”
“Get” often returns metadata only, so ask Copilot to read or summarize a doc or transcript to fetch the full content before answering.
Copilot can create projects, docs, data entries, highlights, and channel feedback, and it will always ask for confirmation before making changes.
Results are returned in batches, so ask Copilot to “get the next page” to continue browsing large projects or channels.
## Troubleshooting
The agent may not be approved for your organization yet. Ask your Microsoft 365 admin to approve the Dovetail app, then check **Get agents** in Copilot (or **Apps** in Teams) again.
Signing in to the Copilot agent is separate from any other Dovetail connection you have. Select **Sign in** on the agent and authorize with the same account you use for Dovetail. If it still fails, sign out and back in to Dovetail, then reconnect.
The agent only sees what your Dovetail account can see. If an item is in a private folder you don’t have access to, Copilot can’t reach it either. Pasting the item’s Dovetail URL into your prompt is the most reliable way to point it at something specific.
## Learn more
[Changelog: Dovetail connector for Copilot](https://dovetail.com/changelog/dovetail-connector-for-copilot/)
[Dovetail + Microsoft Teams integration](https://docs.dovetail.com/integrations/microsoft-teams)
# Microsoft OneDrive
Source: https://docs.dovetail.com/integrations/microsoft-onedrive
Import files from OneDrive, meeting recordings from Microsoft Teams, and documents from SharePoint sites into Dovetail projects.
## Overview
Connect your Microsoft Account to Dovetail to import files directly from OneDrive, recordings from Microsoft Teams or sites from Sharepoint into Projects.
***
## Set up OneDrive integration
* To connect your Microsoft OneDrive account, select ⚙️ [Settings ](https://dovetailapp.com/settings/user/integrations)→[Integrations](https://dovetail.com/settings/user/integrations) and locate OneDrive in the integrations list.
* Next, select `Connect` and continue to login to your Microsoft account, review requested permissions, and confirm the connection.
* Once connected, you will be able to import files directly from OneDrive into Projects in Dovetail.
***
## Import files from OneDrive, Teams and Sharepoint
Once you have connected your Microsoft Account, you can import supported files into a project where they can be stored and viewed by your team as notes or docs. Importing multiple files on a project view will create a note or doc for each file you import.
* To do this, open your project, click Data, then select Import.
* Next, select `OneDrive` as your source to Import from and select your files. With OneDrive, you can import:
* **OneDrive files**: These may include any PDFs or presentations.
* **Team recordings**: If you’ve recorded an interview or meeting in Teams and want to import it, you can find it by navigating to your **Recordings** folder in OneDrive. This will only show recordings for meetings that you own.
* **Sharepoint sites**: If you’re using Sharepoint sites to store your team files, you can access these from OneDrive in Dovetail using the **Quick access** list on the left.
[Firefox](https://support.mozilla.org/en-US/kb/pop-blocker-settings-exceptions-troubleshooting) and [Safari](https://support.apple.com/en-au/guide/safari/sfri40696/mac) users will be required to enable popups in order to use the file picker. If the popup automatically reopens when you enable the popup, you will need to close the window and open OneDrive again.
***
## Disconnect your Microsoft Account
If you wish to disconnect your Microsoft account from Dovetail, open [⚙️ Settings ](https://dovetail.com/settings/user/integrations)→[Integrations](https://dovetail.com/settings/user/integrations) , locate OneDrive in the integrations list and select `Disconnect`.
Once disconnected, we will no longer have access to your OneDrive files or your Microsoft Account information. Any files that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
***
## Requested permissions
When you connect OneDrive to Dovetail, you will grant Dovetail access to:
* See your primary Microsoft Account email address.
* Associate you with your personal info on Microsoft.
* See and download all your OneDrive and Sharepoint files as well as the names and emails of people you share files with. We use this information to display and import your files to Dovetail, and to link your Microsoft Account with Dovetail.
* `User.Read, Files.Read.All, Sites.Read.All`
***
## Troubleshooting import
Please note that some files such as OneNote cannot be downloaded from OneDrive, an error saying “unsupported file” will appear when you attempt to import it.
# Microsoft Outlook Calendar
Source: https://docs.dovetail.com/integrations/microsoft-outlook-calendar
Send recordings from Outlook Calendar meetings into specific Dovetail projects using title keyword rules, with transcription and summaries included.
## Overview
Automatically import recordings from Outlook Calendar events directly into specific projects based on meeting titles. Once imported, they will be automatically transcribed and summarized.
***
## Set up Outlook Calendar integration
Connecting your Outlook Calendar and Dovetail accounts means you’ll no longer need to import recorded meetings manually. You can now configure multiple rules to automatically route different types of meetings to different projects based on keywords in the event title.
* Navigate to ⚙️ [Settings → Integrations](https://dovetail.com/settings/integrations) and click on `Outlook Calendar`.
* Click `Connect` and sign in/select the Microsoft account that you wish to authenticate.
* From there, select your video source as [Microsoft Teams](https://docs.dovetail.com/integrations/microsoft-teams) or [Zoom](/integrations/zoom#import-zoom-recordings-to-projects) and continue to authenticate.
* Once authenticated, you can add up to 4 configuration rules. For each rule, select your desired calendar, define the keywords the meeting title must contain (e.g., "Discovery"), and select the specific **Project** you want those recordings routed to.
* Press `Save` to activate your configurations.
***
## FAQs
No—only recordings from meetings that occur after the integration is set up will be imported.
For workspaces with user roles, only **Managers** and **Contributors** can import recordings — Viewers **cannot** upload or import data. For workspaces *without* user roles, any **paid** **seat** can import.
Verify the following:
1. Outlook Calendar is connected in ⚙️ [**Settings**](https://dovetailapp.com/settings/user/integrations) → [**Integrations**](https://dovetail.com/settings/user/integrations)
2. Your Zoom or Teams integration is connected (matching your recording source)
3. Your Outlook import rule has a calendar, project, and video provider selected
4. You have permission to create data in the target project
5. The meeting event matches the selected calendar and any keywords in your rule
6. For Zoom imports, you must be the event organizer in Outlook
To automatically import recordings, you’ll need all of the following in place:
1. **Outlook Calendar connected** — your Microsoft account must be authenticated via Settings → Integrations.
2. **A calendar import rule configured** — at least one rule must be saved with a calendar selected, a destination project, a video source (Zoom or Microsoft Teams), and optional keywords.
3. **Matching video integration connected** — if your rule uses Zoom as the video source, your Zoom integration must be connected. If using Microsoft Teams, your Teams integration must be connected.
4. **Permission to create data in the target project** — you must be a Manager or Contributor (or have project-level write access). Viewers cannot import data. On plans without user roles, any paid seat can import.
5. **A matching meeting at runtime** — the meeting must appear in your selected Outlook calendar within the sync window. If keywords are set, the event title must match. For Zoom meetings, you must also be the event organizer in Outlook.
6. **Integrations remain authorized** — if your Outlook or video integration becomes disconnected or expires, imports will stop until you reconnect.
# Microsoft Teams
Source: https://docs.dovetail.com/integrations/microsoft-teams
Share Dovetail content in Microsoft Teams with rich previews, get project notifications and comments, and import Teams video calls into Dovetail.
## Overview
Connecting your Microsoft Teams to Dovetail enables you to share Dovetail content with rich previews, get updates about changes in your projects and receive comments in real-time all via Microsoft Teams as well as automatically importing your video calls into Dovetail.
With this, Enterprise customers can also purchase Ask Dovetail as an add-on to bring the voice of their customers to where decisions are made. It allows anyone in an organization to use conversational UI to ask questions in Teams, access your aggregated customer feedback, and schedule audio or text digests.
***
## Set up Teams integration
If you are setting up the Teams integration for the first time, there are a few things to be aware of including:
1. It’s common that Teams workspace owners may have [turned on app approval](https://learn.microsoft.com/en-us/microsoftteams/teams-app-permission-policies) to require admin approval for installing new apps, including Dovetail. If this is the case for your Teams workspace, we recommend seeking approval from your internal IT team and sharing this article to provide an outline of the integration’s capability and [requested permissions](/integrations/microsoft-teams).
2. If using Ask Dovetail in Teams, only users with a Dovetail admin role can enable the integration in Dovetail. Non-admin users will not be able to view or configure the integration.
If Dovetail is an approved app for your Teams workspace, you can connect your Teams account to receive notifications, share data, and engage with comments from your Dovetail workspace.
* To connect your Teams account to Dovetail, select ⚙️ [Settings → Integrations](https://dovetail.com/settings/user/integrations) in the sidebar and navigate to Microsoft Teams in the integrations list
* From there, select `Connect` and toggle on Product notifications. To confirm the connection, you will then be prompted to log in to your Microsoft Teams account and review requested permissions.
If you get an error saying 'No organization found for this Microsoft Teams account’, this means you’ve tried to integrate with a personal Microsoft account which our app does not support.
***
## Set up to import Teams recordings
Connecting Teams along with your Outlook Calendar accounts means you’ll no longer need to import recorded meetings manually. You can configure which calendar you’d like to pull event recordings from, define any keywords that meeting titles must contain, and select which project you’d like events to be imported into.
* To do this, navigate to [Settings → Integrations](https://dovetail.com/settings/integrations) and click on `Outlook Calendar`.
* Click `Connect` and sign in/select the Microsoft account that you wish to authenticate.
* From there, select your video source as Microsoft Teams and continue to authenticate.
* Once you have authenticated your Teams source, select your desired calendar, and project that you want your Teams recordings to be imported to, and press `Save`.
There may be times that your internal Microsoft Teams Workspace has settings preventing the integration from being able to access the Teams authentication. To troubleshoot this, you will have to contact your Teams admin or IT department first to ensure that the Dovetail integration is on the "allow" list.
***
## Share content in Microsoft Teams
When you share a Dovetail link in Microsoft Teams, all the relevant information related to the link will be displayed directly in Microsoft Teams for you and your colleagues to see.
The supported links are notes, highlights, tags, docs, project readme, and people.
#### Share a highlight
When you share a highlight, you will also get a video embed of the highlight that your team can play right from Microsoft Teams.
If you are using the desktop or mobile app, to play the highlight you’ll need to go through an authentication flow.
* To do this, copy the link provided, paste it into your browser, and login to Dovetail.
* From there, copy the one-time password (OTP) then enter the OTP in Microsoft Teams.
***
## Set up Ask Dovetail for Teams
This feature is only available as an add-on to our **Enterprise** bundle. Enterprise workspaces come with additional features and support to meet your organization’s needs.
[Check out our pricing page for more information on Enterprise](https://dovetailapp.com/pricing/).
[Ask Dovetail](/help/chat/chat-in-slack-and-teams) can be enabled by a workspace admin after connecting the Teams integration in your workspace.
* To do this, navigate [Settings → Integrations → Teams](https://dovetail.com/settings/user/integrations) and toggle on Ask Dovetail. Depending on your organization’s configuration, Teams may ask you to provide a reason for the integration and submit a request to your Teams administrator.
* Once the integration is enabled, select which projects and data you want to appear cited in search results or digests within teams. All public projects are available by default, but admins can select which projects to exclude. Private projects are not accessible to Ask Dovetail. You can also prevent certain object types from contributing to search results, or being cited as sources in answers.
When connecting Ask Dovetail to MS Teams, it needs to be added to the relevant group chats and channels separately. Steps found below:
1. In chats, the bot needs to be added manually, by clicking on the people icon > Add agents and bots
2. In the channel itself, it needs to be added by someone to the channel first to mention the bot. To do that, write @ into a text box in the channel > select > Get bots
More information can be found in the [MS docs](https://support.microsoft.com/en-au/office/chat-with-a-bot-in-microsoft-teams-9c7bab5e-b1a2-4e35-801a-80d076e26f3f).
***
## Ask questions to Dovetail in Teams
There are two main ways to ask questions to Dovetail in Teams – by mentioning the Dovetail app a channel or group chat, or in a DM with the app.
To ask a question, first add the bot to the group chat or channel.
* In a chat, click on the people icon in the top right corner, click `Add agents and bots`, and select`Dovetail`.
* In a channel, type `@` into the text box, click `Get bots`, then select `Dovetail`.
Once Dovetail has been added, type @Dovetail followed by your search question.
* For example – `@Dovetail what are our users’ top pain points?`
Your search query will instantly be posted, and Dovetail will respond. When messaging the Dovetail app directly, you do not need to mention the app.
Where relevant, Dovetail will provide citations in the response, allowing users to trace evidence back to data within Dovetail. For anyone without a Dovetail account, they will be required to sign up before viewing any data in your Dovetail workspace.
***
## Create a scheduled digest
Stay up to date with ongoing project work by scheduling recurring audio or written digests that you can receive in Teams. They’re a way to effortlessly stay up to date with new information coming into your workspace.
* To create a digest, type `create-digest`either in a DM, group chat, or direct message with the Dovetail app
* Next, you will then be sent a message by the Dovetail app containing a digest card for you to configure.
* From there, you can choose a title, decide which projects you’d like to receive updates from, what Teams channel you’d like to send this digest to, set the format (audio or text) and frequency (weekly, fortnightly, monthly).
Additionally, you can create a digest directly from a search query.
* Once you receive a response to your question, select `Follow search`.
* From there, you can configure the digest as described above.
Digests are managed on a per-user basis on Teams, so when you create one, only you can edit or delete that digest. Users can have a maximum of 10 each.
* To edit or delete a digest you have created, type `manage-digests` to see all your digests and select `Delete` on the digest you want to remove.
***
## Manage your Microsoft Teams connection
You can update how you receive notifications or disconnect Teams from Dovetail any time in settings.
* To update notifications, open Dovetail, select ⚙️ [Settings → Notifications](https://dovetail.com/settings/user/notifications) and click `•••` next to Microsoft Teams.
* From there, you can enable turn the Microsoft Teams notifications `on` or `off`.
You can disconnect your Teams account at any time in Settings. When you disconnect Dovetail, we will no longer have access to your Teams recordings or your Teams user information. Any recordings that you have imported into Dovetail before disconnecting will not be deleted and will remain in Dovetail.
* To disconnect Dovetail from your Teams account, select ⚙️ [Settings → Integrations](https://dovetail.com/settings/user/integrations) in the sidebar.
* From there, navigate to Microsoft Teams in the integrations list and select Disconnect.
***
## Requested permissions
When you connect your Microsoft Teams account to Dovetail, you will grant Dovetail access to:
* **Read your organization’s app catalog**: Allows us to find the internal ID of our Microsoft Team’s app.
* **Read and write our Microsoft Team’s app for a user**: Allows us to install our Microsoft Team’s app for the user, as well as retrieving the installation ID used to retrieve the conversation ID.
* **Access profile information**: Allows us to view user’s name, email address, organization name, and preferred language.
* **Receive messages and data**: Limited to what the user provides in a channel or a chat.
* **Send messages and notifications**: Allows for notifications in both a channel or chat.
* **Access team or chat information**: Allows us to view team or chat name, channel list and roster (including team or chat member’s names and email addresses), and use this information to contact them.
* **Offline access**: Allows us to regenerate user’s authorization via a refresh token.
We will never perform unexpected actions, such as joining all public channels by default or taking actions, unless prompted by the user.
Ask Dovetail (available as an add-on to the base Dovetail Teams app) uses AI and large language models (LLM). Please note that responses generated may occasionally be inaccurate. We encourage you to verify any AI-generated content before relying on it. The AI model we use is Claude 3 Sonnet.
### Data Retention
We only keep your data on our servers while your request is being processed, which will be done in the region of your Dovetail workspace. Your Teams data is used solely for conversational search and is processed within the LLM environment.
### What We Don’t Do
We don’t use your Teams data (messages, files, etc.) to train or improve any AI models.
We are committed to ensuring a secure and transparent experience for all users. If you have any questions or concerns, feel free to reach out at [support@dovetail.com](mailto:support@dovetail.com).
# Notion
Source: https://docs.dovetail.com/integrations/notion
Share Dovetail links in Notion as rich previews, so pages that summarize research findings or track product feedback show live context.
## Overview
Connect your Notion account so you can share Dovetail content in Notion with rich previews in pages that summarize research findings, track product feedback, or validate a design decision.
***
## Set up Notion integration
* To connect your Notion account, select ⚙️ [Settings ](https://dovetailapp.com/settings/user/integrations)→[ Integrations](https://dovetail.com/settings/user/integrations), locate Notion, and click `•••`.
* Next, select `Connect` and continue to login to your Notion account, review requested permissions, and confirm the connection.
* Once connected, paste any Dovetail link into Notion, then select `Paste as preview`. You can also type `/dovetail` in any Notion page and a menu will appear, allowing you to paste links directly
***
## Share Dovetail content in Notion
When you paste a Dovetail link in a Notion page, you can choose to display it as either a **mention** or **card** to display relevant information about the link. Only the person who shares the link will need to authenticate their account for others to see details about the link.
If it’s your first time using Dovetail with Notion, you will be prompted to authorize the integration. Follow the prompts to complete the authorization process. Once authorized, you will see a detailed preview of the linked content
This feature is supported for Dovetail **docs**, **highlights**, **data**, **tags**, **projects**, and **people**.
***
## Embed highlight videos in Notion
When you embed a link to a single video highlight or reel in Notion, the video will be available for your team to play right from Notion.
If you are using the desktop or mobile app to play the highlight, you’ll need to **authenticate** first.
* To do this, copy the link provided in the player and paste it into your browser to log in to Dovetail
* From there, copy the one-time password (OTP) and enter this into the box in Slack.
***
## Disconnect Notion from Dovetail
You can disconnect your Notion account from Dovetail at any time.
* To do this, open your Notion workspace, open your Notion workspace, select ⚙️ Settings and members → My connections in the sidebar.
* From there, locate Dovetail in the integrations list, click `•••` to and select `Disconnect`.
***
### What are the required scopes for the Notion integration?
Dovetail’s Notion integration only requires the `link-preview` scope. This allows the integration to generate and display previews of Notion links within your workspace. No additional Notion permissions or multi-scope access are requested.
# Outset
Source: https://docs.dovetail.com/integrations/outset
Export research reports from Outset into your Dovetail workspace — a one-way sync, set up in Outset, that keeps findings stored and searchable.
## Overview
With the Outset integration, you can automatically export reports generated in Outset into your Dovetail workspace. This ensures your Outset research is stored, searchable, and connected with the rest of your customer intelligence in Dovetail.
Currently, the integration is **one-way**: data flows from Outset → Dovetail. All setup is initiated in Outset.
**Connected before August 30, 2026?** Outset recently updated the permissions this integration uses. If you connected before August 30, 2026, and haven’t reconnected since, report exports may fail silently — Outset will confirm the export was "sent to Dovetail," but the report won’t appear in your project. To fix this, [disconnect and reconnect the integration](#disconnect-and-reconnect-the-integration).
***
## Who can set up the integration
* You must have an active Outset account.
* You must have an active account to a Dovetail workspace.
***
## Connect to Outset from Dovetail
You’ll find Outset listed on the **Integrations** page in Dovetail. Clicking the Outset logo takes you to the Outset web discovery page, where you can fill in your details and book a demo. Currently, all setup is initiated and managed entirely from Outset. There are no configuration steps required inside Dovetail.
***
## Export Reports from Outset
1. In **Outset**, open the Report you want to export.
2. In the top-right corner, click the **Download** button (down arrow icon).
3. From the dropdown, select **Export to Dovetail**.
4. A window will appear, prompting you to:
* **Connect to your Dovetail account.**
* Authenticate using your preferred login option.
* If you don’t have a Dovetail account, select **Sign up for one here.**
5. Once connected, the **Export Report to Dovetail** dialog appears.
* Search for or enter the name of an existing Dovetail **project** where you want to send the report.
* Click **Export report**.
6. A confirmation message will appear in Outset once the export has been successfully sent to Dovetail.
***
## Access imported reports in Dovetail
1. Log in to **Dovetail**.
2. Open the project you selected during the export process.
3. Go to the **Docs** tab.
4. Your imported Outset report will appear there, ready to:
* Search
* Analyze
* Query with contextual Chat
* Share with your team
This ensures your Outset reports live alongside all your other customer data in Dovetail, providing a single source of truth for customer intelligence.
***
## Disconnect and reconnect the integration
1. Log in to your **Outset** account.
2. Go to your **Account settings** or **Integrations** dashboard.
3. Find **Dovetail** in your active connections list.
4. Click **Disconnect** or **Remove access**.
5. Reconnect by following the steps in [Export reports from Outset](#export-reports-from-outset) — you’ll be prompted to authenticate with Dovetail again during the export.
***
## Requested permissions
When you connect your Outset account to Dovetail, you grant Dovetail permission to:
* **List your projects:** Get a list of your projects associated with your workspace.
* **Access report data**: Import Outset reports into your Dovetail workspace.
Dovetail only **pulls data from Outset**. We do not modify or write data back to your Outset account. Your original reports remain unchanged in Outset.
# Pendo
Source: https://docs.dovetail.com/integrations/pendo
Pull open-text responses from your Pendo Guides into a Dovetail Channel, along with NPS or CSAT scores you can chart on Dashboards.
## Overview
Automatically import open-text responses from your Pendo Guides into Channels in real-time, where they’re analyzed and grouped into themes so you can track trends over time. If your guide includes an NPS or CSAT poll alongside the free-text follow-up, Dovetail can pull the score across too — use Dashboards to visualize NPS and CSAT charts.
When you set up the connection, you’ll pick one Pendo guide, choose which open-text polls to analyze, and optionally attach a single score poll. [Learn more about Channels →](/help/channels)
***
## Prerequisites
* A Dovetail workspace with Channels enabled and your user has Can edit or Full access on the Channel you’re adding the source to.
* A Pendo subscription with API access enabled.
* A Pendo **integration key** with read access — generate or copy one from **Settings → Integrations** in Pendo. You’ll need an account that can manage integration keys.
***
## Set up the Pendo integration
You can set up the Pendo integration from [Settings](https://dovetail.com/settings/integrations), when you create a new Channel, or when you `Add source` to an existing Channel.
In Dovetail, open the **Connect data source** modal and select `Pendo`.
In a separate tab, sign in to Pendo, open **Settings → Integrations**, and copy your integration key. It looks like `47c78ed4-…us`, where the suffix after the dot tells Dovetail which Pendo region to call (`us`, `eu`, `us1`, `jpn`, or `au`).
Paste the key into the **Integration key** field and select `Next`.
Choose the **Pendo guide** you want to analyze. Only public guides that contain at least one open-text (FreeForm) poll appear in the list — drafts, disabled guides, and guides without an open-text question are filtered out.
Select one or more **open-text polls** inside that guide. If the guide has exactly one open-text poll, Dovetail selects it for you.
Optionally pick a single **NPS or CSAT poll** as a score field. Only NPS (0–10) and CSAT (1–5 or another small numeric range) polls are eligible — other numeric scales aren’t supported as score fields.
Choose how far back to import existing responses: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`.
Confirm setup and select `Finish`.
### Authentication and permissions
Pendo uses an **integration key**. The key is passed as the `x-pendo-integration-key` header on every request and Dovetail only ever issues read requests — guide metadata and poll responses are fetched; nothing is written back to Pendo.
The key needs read access to:
* The `/guide` endpoint, used to list guides and their polls.
* The `/aggregation` endpoint, used to fetch `pollsSeen` aggregations (the response data).
Your Pendo plan must include API access in order to obtain a key. Pendo’s standard guide permissions still apply — Dovetail only sees what the key’s subscription is allowed to see.
***
## Configuration in detail
### Picking a guide
You can pick **one guide** per data source connection. Dovetail only shows guides that are publicly published and contain at least one open-text poll. If a guide doesn’t show up:
* It might be a draft or disabled guide.
* It might only contain rating, NPS, or other numeric polls without an accompanying open-text question.
* It might not have been published to a Pendo segment yet.
To analyze polls across more than one guide in the same Channel, add Pendo as a data source again with a different guide selected.
### Picking open-text polls
Within the chosen guide, you can select one or more **open-text polls** to import. Every selected poll’s response becomes a turn in the same conversation per respondent, so if a guide has a "Why?" and an "Anything else?" poll, both answers from the same visitor land on the same data point as a multi-turn exchange.
### Picking a score poll (optional)
You can optionally pick **one** NPS or CSAT poll from the same guide. Dovetail adds the score as a field onto the same data point as the open-text answer, which allows the channel to be selected as a source for NPS and CSAT charts in Dashboards. Score polls outside the NPS (0–10) or CSAT (1–5) shape aren’t eligible.
***
## Link responses to contacts
Dovetail can attribute each response to a [**Contact**](/help/contacts), so you can see who said what and filter responses by your contact fields and CRM properties. Turn on **Create contacts** when you add the source — Dovetail then matches every response to a contact by email address, creating a new contact when there’s no match. Responses with no email still import as data points; they just aren’t linked to a contact.
For this to work, the respondent has to be an **identified Pendo visitor with an email**. Pass `email` in the visitor object of your `pendo.initialize` (or `pendo.identify`) call so Pendo stores it as the visitor’s `agent.email` — that’s the field Dovetail reads. Emails loaded only through Pendo’s Metadata API or a CRM integration aren’t used. Anonymous visitors, or visitors without an email, still import as data points but won’t create contacts. Pendo doesn’t expose a respondent name, so contacts are created with the email only.
***
## What gets imported
Every poll submission Dovetail imports becomes one Channels data point per visitor per submission, with the open-text answer (or answers) as the conversation content and metadata attached as fields you can filter and roll up by.
### Always imported
| Field | Source |
| ------------------------------- | ---------------------------------------------------------------------- |
| Guide ID | Pendo guide ID |
| Guide name | Pendo guide name (falls back to guide ID if missing) |
| Pendo visitor ID | Pendo’s `visitorId` for the respondent |
| Pendo account ID | Pendo’s `accountId` for the respondent’s account (only if set) |
| Question text and response text | Each selected open-text poll appears as a Q+A pair in the conversation |
| Submission timestamp | Pendo `time` field on the poll submission |
### Imported when configured
| Field | When |
| ---------------- | ----------------------------------------------- |
| NPS score (0–10) | When an NPS poll is attached as the score field |
| CSAT score (1–5) | When a CSAT poll is attached as the score field |
### Not imported
* Polls or responses from a **draft or disabled guide** — they won’t appear in the picker and won’t sync.
* Submissions where the visitor only answered a score poll and skipped every selected open-text poll — Dovetail needs at least one open-text answer to create a data point.
* **Other poll types** (rating scales outside NPS/CSAT shape, dropdowns, multi-select) — only open-text polls land as conversation text, and only NPS/CSAT polls land as a score field.
* **Visitor or account metadata as data point fields** beyond IDs — names and custom Pendo metadata aren’t stored on the data point. (The visitor’s `agent.email` is used for contact linking — see [Link responses to contacts](#link-responses-to-contacts).)
* Polls served through **headless** delivery — Dovetail filters those out at the API level.
* **Attachments** or media — Pendo polls don’t carry these.
* **Derived analytics** — Pendo’s own engagement metrics, segments, or NPS/CSAT roll-ups aren’t imported; Dovetail computes its own analysis on the raw responses.
Need a field that isn’t on this list? Let us know.
### Sync behavior
* **Backfill window.** When you first connect, Dovetail imports responses received within the period you selected (7 days, 30 days, 90 days, or 6 months).
* **Ongoing sync.** New responses sync in automatically after the initial backfill on the standard Channels cadence.
* **Pagination.** Dovetail fetches responses in pages of 5,000 records and continues until the page is complete.
* **Rate limiting.** If Pendo rate-limits a request, Dovetail backs off and retries automatically.
***
## Troubleshooting
**"Invalid integration key" when I paste the key.** Either the key is wrong, the key has been deleted in Pendo, or your Pendo subscription doesn’t have API access enabled. Generate a fresh key under **Settings → Integrations** in Pendo and confirm with your Pendo admin that API access is on.
**My guide doesn’t show up in the picker.** Dovetail only lists public guides that contain at least one open-text poll. Check that the guide is published (not a draft), is not disabled, and has at least one FreeForm question on it.
**My poll doesn’t show up in the score-poll dropdown.** Only NPS (0–10) and CSAT (1–5 or another small numeric range) polls are eligible. Other rating scales and number inputs aren’t supported as score fields.
**My poll has responses in Pendo but Dovetail says nothing imported.** Possible reasons:
* Every response in the backfill window only answered the score poll and skipped every selected open-text poll. Dovetail needs at least one open-text answer to create a data point.
* The responses were submitted outside the backfill window. Try connecting again with a longer window, or wait for new responses to come in.
* The responses were captured via Pendo’s headless delivery, which Dovetail filters out.
**I want to analyze multiple guides in the same Channel.** Add Pendo as a data source on the same Channel once per guide.
***
## Disconnect or delete the Pendo source
There are two distinct actions on a Channels source.
**Disconnect.** Stops Dovetail from ingesting any new data from this source. Anything already imported stays in the Channel.
To disconnect, open the Channel, go to the sources list, click `•••` on the Pendo source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** that was imported from it. This is permanent.
To delete, click `•••` on the Pendo source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To revoke API access entirely, delete the integration key in Pendo under **Settings → Integrations**. That immediately invalidates any sync that tries to use it.
# PostHog
Source: https://docs.dovetail.com/integrations/posthog
Import PostHog Survey responses into a Dovetail Channel for analysis, including the NPS and CSAT scores you can visualize on Dashboards.
## Overview
Automatically import responses to your PostHog Surveys into Channels in real-time, where they’re analyzed and grouped into themes so you can track trends over time. If your survey pairs an open-text question with an NPS or CSAT score, Dovetail can pull both — use Dashboards to visualize NPS and CSAT charts.
When you set up the connection, you’ll pick one survey, choose which open-text questions to analyze, and optionally attach a single NPS or CSAT score question. [Learn more about Channels →](/help/channels)
***
## Prerequisites
* A Dovetail workspace with Channels enabled and your user has Can edit or Full access on the Channel you’re adding the source to.
* A PostHog account on either PostHog Cloud US (`us.posthog.com`) or PostHog Cloud EU (`eu.posthog.com`).
* The PostHog **project ID** for the project you want to import from. Find it under **Project settings → Details** in PostHog.
* A PostHog **personal API key** scoped to `survey:read` and `query:read`. Generate one under your account menu → **Personal API keys** in PostHog.
***
## Set up the PostHog integration
You can set up the PostHog integration from [Settings](https://dovetail.com/settings/integrations), when you create a new Channel, or when you `Add source` to an existing Channel.
In Dovetail, open the **Connect data source** modal and select `PostHog`.
Choose **Region** — `United States (us.posthog.com)` or `European Union (eu.posthog.com)`.
Enter your **Project ID** (a numeric value from PostHog’s Project settings).
Paste your **Personal API key** (starts with `phx_`) and select `Next`.
Choose the **PostHog survey** you want to analyze. Only surveys that contain at least one open-text question appear in the list.
Select one or more **open-text questions** inside that survey. If the survey has exactly one open-text question, Dovetail selects it for you.
Optionally pick a single **NPS or CSAT score question** from the same survey. Only questions PostHog classifies as NPS (0–10) or rating-on-a-5-point-scale (CSAT) are eligible.
Choose how far back to import existing responses: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`.
Confirm setup and select `Finish`.
### Authentication and permissions
PostHog uses a **personal API key**. Dovetail makes two kinds of API calls on your behalf:
* `survey:read` — lets Dovetail list your surveys and read their question definitions so you can pick which survey and questions to analyze.
* `query:read` — lets Dovetail run HogQL queries against your project’s events to fetch survey responses (`event = 'survey sent'`).
Both scopes are read-only. Dovetail never writes back to PostHog. The key is tied to the PostHog user who generates it — if that user loses access to the project, the sync will fail.
***
## Configuration in detail
### Picking a survey
You can pick **one survey** per data source connection. Surveys without at least one open-text question are excluded from the picker.
To analyze responses from more than one PostHog survey in the same Channel, add PostHog as a data source again with a different survey selected.
### Picking open-text questions
Within the chosen survey, you can select one or more **open-text questions** to import. Every selected question’s response becomes a turn in the same conversation per respondent, so if a survey has a "What did you like?" and a "What could be better?" question, both answers from the same submission land on the same data point as a multi-turn exchange.
### Picking a score question (optional)
You can optionally pick **one** NPS (0–10) or rating-on-a-5-point-scale (CSAT) question from the same survey. Dovetail adds the score as a field onto the same data point as the open-text answer, which allows the channel to be selected as a source for NPS and CSAT charts in Dashboards.
***
## Link responses to contacts
Dovetail can attribute each response to a [**Contact**](/help/contacts), so you can see who said what and filter responses by your contact fields and CRM properties. Turn on **Create contacts** when you add the source — Dovetail then matches every response to a contact by email address, creating a new contact when there’s no match. Responses with no email still import as data points; they just aren’t linked to a contact.
For this to work, the respondent has to be an **identified PostHog person with an email**. Set it with `posthog.identify(distinctId, { email })` (include `name` too if you have it) so the person carries an `email` property. Anonymous respondents, or persons without an email, still import as data points but won’t create contacts. When the person has a name, Dovetail uses it as the contact’s name.
***
## What gets imported
Each survey submission becomes one Channels data point, with the open-text answer (or answers) as the conversation content.
### Always imported
| Field | Source |
| ------------------------------- | -------------------------------------------------------------------------- |
| Survey ID | PostHog survey UUID |
| Survey name | PostHog survey name |
| Distinct ID | PostHog `distinct_id` for the respondent |
| Question text and response text | Each selected open-text question appears as a Q+A pair in the conversation |
| Submission timestamp | PostHog event `timestamp` |
### Imported when configured
| Field | When |
| ---------------- | ------------------------------------------------------------------------------------------ |
| NPS score (0–10) | When an NPS question is attached as the score field and the response is in range |
| CSAT score (1–5) | When a 5-point rating question is attached as the score field and the response is in range |
Scores outside the valid range are ignored.
### Not imported
* **Responses to questions you didn’t select.** If a survey has five questions and you select two open-text ones plus an NPS, the other two are ignored.
* **Person properties as data point fields** (custom traits, etc.) — only the PostHog `distinct_id` is stored on the data point. (The person’s email and name *are* used for contact linking — see [Link responses to contacts](#link-responses-to-contacts).)
* **Event properties** beyond the survey response columns.
* **Survey metadata** beyond the survey name and ID.
* **Question metadata** like scale labels or routing logic.
Need a field that isn’t on this list? Let us know.
### Sync behavior
* **Backfill window.** When you first connect, Dovetail imports submissions received within the period you selected.
* **Ongoing sync.** New submissions sync in automatically after the initial backfill on the standard Channels cadence.
* **Pagination.** Dovetail fetches submissions in batches of 1,000 events per HogQL query and continues until the window is in.
* **Mechanics.** Dovetail issues HogQL queries against your project’s events (`event = 'survey sent'` filtered by the survey ID), not the Surveys REST API. That’s the only PostHog query path that returns the response text alongside the submission timestamp.
***
## Troubleshooting
**My API key won’t validate.** Common causes:
* The key is missing one of the required scopes. Generate a new key in PostHog with both `survey:read` and `query:read` ticked.
* The key is for the wrong region. Confirm the region selector matches the cloud your PostHog account is on (`us.posthog.com` vs `eu.posthog.com`).
* The project ID is wrong. Pull it from **Project settings → Details** in PostHog — it’s a small integer, not the project’s UUID.
* The user who created the key no longer has access to the project.
**My survey doesn’t show up in the picker.** Dovetail only lists surveys with at least one open-text question. Add an open-text question to the survey in PostHog and re-open the picker.
**My question doesn’t show up in the score dropdown.** Only NPS (0–10) and rating-on-a-5-point-scale (CSAT) questions are eligible. Other rating scales aren’t supported as score fields.
**Submissions exist in PostHog but Dovetail says nothing imported.** Possible reasons:
* Every submission in the backfill window only answered the score question and skipped the open-text questions you selected. Dovetail needs at least one open-text answer to create a data point.
* The submissions landed before your backfill window. Reconnect with a longer window, or wait for new submissions.
* PostHog’s `survey sent` event isn’t being captured for that survey. Check that the survey is published and the PostHog SDK is firing `survey sent` events for it.
**I want to analyze multiple surveys in the same Channel.** Add PostHog as a data source on the same Channel once per survey.
***
## Disconnect or delete the PostHog source
There are two distinct actions on a Channels source.
**Disconnect.** Stops Dovetail from ingesting any new data from this source. Anything already imported stays in the Channel.
To disconnect, open the Channel, go to the sources list, click `•••` on the PostHog source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** that was imported from it. This is permanent.
To delete, click `•••` on the PostHog source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To revoke API access entirely, delete the personal API key in PostHog under your account menu → **Personal API keys**. That immediately invalidates any sync that tries to use it.
# Productboard
Source: https://docs.dovetail.com/integrations/productboard
Push highlights and docs from Dovetail Projects into Productboard as notes — a one-way sync that keeps feature prioritization tied to evidence.
## Overview
Connect Productboard to Dovetail to push highlights and docs from your projects into Productboard as notes. From there, you can link those notes to features in your roadmap so prioritization stays grounded in real customer evidence.
The Productboard integration is one-way: it sends content from Dovetail to Productboard. Nothing is imported from Productboard into Dovetail.
***
## Prerequisites
Before you connect Productboard to Dovetail, make sure you have:
* A Productboard plan that supports notes and insights.
* A Productboard role that allows you to create and tag notes — for example, Admin, Maker, or Contributor. Viewers cannot send notes.
* Access to Dovetail’s integration settings.
Each user connects their own Productboard account, and Dovetail acts on their behalf — so you can only send content that your Productboard account has permission to create.
***
## Set up the Productboard integration
1. In Dovetail, go to [⚙️ Settings → Integrations](https://dovetail.com/settings/user/integrations).
2. Find **Productboard** in the list and select **Connect**.
3. You’ll be redirected to Productboard. Sign in if you aren’t already, review the permissions Dovetail is requesting, and approve the connection.
4. You’ll be returned to Dovetail once the connection is complete.
Once connected, **Send to Productboard** appears as an option on highlights and docs in your projects.
***
## Send highlights to Productboard
After creating one or more highlights in a project, you can push them to Productboard as notes.
1. Open **Highlights** in your project.
2. Select the highlights you want to send.
3. Click **•••** in the pop-up toolbar and choose **Send to Productboard**.
4. A dialog titled **Push highlight to Productboard** (or **Push highlights to Productboard** for multiple) opens.
5. For a single highlight, review or edit the **Description** field. It’s prefilled with the highlight text and a link back to the highlight in Dovetail.
6. Optionally, add **Tags** — see [How tags work](#how-tags-work) below.
7. Select **Create note** (or **Create notes** for multiple).
You’ll see a **Sending…** toast, followed by **Sent to Productboard** with a **View** action that opens the new Productboard note. Open Productboard to link the note to features on your roadmap.
***
## Send docs to Productboard
You can also send an entire doc to Productboard as a note.
1. Open the doc you want to send.
2. Click **•••** in the top right, then select **Send to Productboard**.
3. In the **Push insight to Productboard** dialog, review or edit the **Description**. It’s prefilled with the doc title and a link back to the doc in Dovetail.
4. Optionally, add **Tags**.
5. Select **Create note**.
A **Sent to Productboard** toast confirms the send and links to the new note. Don’t navigate away before the toast appears — if you’re sending multiple items in bulk, closing the page early can cut the batch short.
***
## What gets sent to Productboard
Every note Dovetail creates in Productboard includes:
| Field | Value |
| ----------- | --------------------------------------------------------------------------------------------------------------------- |
| Title | "Highlight from Dovetail" or "Insight from Dovetail" |
| Description | The highlight text or doc title, plus a link back to Dovetail. For single sends, you can edit this before submitting. |
| Display URL | A link back to the highlight or doc in Dovetail |
| Company | Attributed to `dovetail.com` |
| Tags | Any tags you entered in the send dialog |
Notes are identified by their Dovetail source record, so sending the same highlight or doc twice won’t create a duplicate — you’ll see an **Already exists in Productboard** toast instead.
What doesn’t transfer:
* Videos, images, and other rich previews from the source note.
* Dovetail tags, contacts, custom fields, or project metadata beyond what’s included in the description.
* Comments, reactions, or activity from the Dovetail highlight or doc.
The note in Productboard always links back to Dovetail, so anyone with access can open the full source there.
***
## How tags work
The **Tags** field in the send dialog is a free-text field. It doesn’t show a dropdown of existing Productboard tags, so you need to type the tag names you want to apply.
* If the tag already exists in Productboard, Dovetail applies it to the note.
* If the tag doesn’t exist, Dovetail creates it before applying it.
**Tip:** Double-check tag spelling before sending. A typo will create a new tag rather than matching an existing one.
Any new tags created through Dovetail are added to your shared Productboard workspace tag list and are visible to other Productboard users.
### Productboard permissions required to send notes and create tags
Users need permission to create and tag notes in Productboard. By default:
| Productboard role | Can send a note and tag it? |
| ----------------- | --------------------------- |
| Admin | ✅ Yes |
| Maker | ✅ Yes |
| Contributor | ✅ Yes |
| Viewer | ❌ No |
### Why can a user send notes but not create tags?
Some organizations use custom Productboard roles that modify default permissions. Admins can remove specific capabilities, including the ability to create new tags.
If a user can send notes through Dovetail but can’t apply a new tag, check whether their Productboard role allows them to create tags.
***
## Troubleshooting
**"Please reconnect the Productboard integration" or "Could not connect to Productboard. Reconnect the integration"**
Your Productboard authorization has expired or been revoked. In Dovetail, go to [Settings → Integrations](https://dovetail.com/settings/user/integrations), disconnect Productboard, and connect again.
**"Failed to send to Productboard"**
The request to Productboard failed. Try again — if the problem persists, check Productboard’s status page and confirm your account is still active.
**"Already exists in Productboard"**
The same highlight or doc has already been sent to Productboard from this Dovetail workspace. Open Productboard to find the existing note.
**Send to Productboard doesn’t appear in the ••• menu**
You haven’t connected your Productboard account yet, or the connection has been removed. Connect Productboard in Dovetail’s integration settings.
***
## Disconnect the Productboard integration
Disconnecting Productboard stops Dovetail from sending new notes on your behalf. Notes you’ve already sent stay in Productboard.
1. In Dovetail, go to [⚙️ Settings → Integrations](https://dovetail.com/settings/user/integrations).
2. Select **Productboard**.
3. Select **Disconnect**.
4. In the confirmation dialog, confirm you want to disconnect.
To fully revoke Dovetail’s access on the Productboard side, sign in to Productboard, open your account settings, and revoke the Dovetail integration from your list of connected apps.
# Qualtrics
Source: https://docs.dovetail.com/integrations/qualtrics
Bring open-text Qualtrics survey responses into a Dovetail Channel, along with any NPS or CSAT scores you can chart on Dashboards.
## Overview
Automatically import open-text survey responses from Qualtrics into Channels in real-time, where they’re analyzed and grouped into themes so you can track trends over time. If your survey pairs an open-text question with an NPS or CSAT question, Dovetail can pull the score across too — use Dashboards to visualize NPS and CSAT charts.
When you set up the connection, you’ll pick one survey, choose which open-text questions to analyze, and optionally attach a single NPS or CSAT score question. [Learn more about Channels →](/help/channels)
***
## Prerequisites
* A Dovetail workspace with Channels enabled and your user has Can edit or Full access on the Channel you’re adding the source to.
* A Qualtrics account with permission to generate an API token and read the surveys you want to import.
* A Qualtrics **API token** and your **data center** ID (for example `iad1`).
***
## Set up the Qualtrics integration
You can set up the Qualtrics integration from [Settings](https://dovetail.com/settings/integrations), when you create a new Channel, or when you `Add source` to an existing Channel.
In Dovetail, open the **Connect data source** modal and select `Qualtrics`.
In a separate tab, sign in to Qualtrics. Generate or copy your API token from **Account Settings → Qualtrics IDs → API**. Your data center is the prefix in the URL bar when you’re logged in — for example, `iad1` in `https://iad1.qualtrics.com`.
Enter your **Data center** (for example `iad1`, `fra1`, or `syd1`) and your **API token**, then select `Next`.
Choose the **survey** you want to analyze. Only surveys your API token can access appear in the list.
Select one or more **open-text questions** inside that survey. If the survey has exactly one open-text question, Dovetail selects it for you.
Optionally pick a single **NPS or CSAT score question** from the same survey. Only questions Dovetail recognizes as NPS (0–10) or CSAT (a 5-point scale) are eligible.
Choose how far back to import existing responses: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`.
### Authentication and permissions
Qualtrics uses an **API token**. Dovetail calls the Qualtrics REST API at your data center (`https://.qualtrics.com/API/v3`) and only ever reads — it lists your surveys, reads their question definitions, and exports responses. Nothing is written back to Qualtrics.
The token inherits the permissions of the Qualtrics user who created it, so the surveys you see in the picker are the ones that user can access. If the token is regenerated or revoked in Qualtrics, the next sync will fail — generate a new token, then open the Qualtrics integration in Dovetail and update it.
***
## Configuration in detail
### Picking a survey
You can pick **one survey** per data source connection. Every active survey your API token can access appears in the picker.
To analyze responses from more than one Qualtrics survey in the same Channel, add Qualtrics as a data source again with a different survey selected.
### Picking open-text questions
Within the chosen survey, you can select one or more **open-text questions** to import. Every selected question’s response becomes a turn in the same conversation per respondent, so if a survey has a "What went well?" and a "What could be better?" question, both answers from the same submission land on the same data point as a multi-turn exchange. Multiple-choice, ranking, and other closed questions don’t appear in this picker.
### Picking a score question (optional)
You can optionally pick **one** NPS (0–10) or CSAT (5-point scale) question from the same survey. Dovetail adds the score as a field onto the same data point as the open-text answer, which allows the channel to be selected as a source for NPS and CSAT charts in Dashboards. For NPS questions, Qualtrics also classifies each respondent as a detractor, passive, or promoter, and Dovetail brings that classification across as a field.
***
## Link responses to contacts
Dovetail can attribute each response to a [**Contact**](/help/contacts), so you can see who said what and filter responses by your contact fields and CRM properties. Turn on **Create contacts** when you add the source — Dovetail then matches every response to a contact by email address, creating a new contact when there’s no match. Responses with no email still import as data points; they just aren’t linked to a contact.
For this to work, each response has to carry the respondent’s email. Qualtrics only includes an email when the survey is distributed to a **known recipient** — for example a Contacts (mailing list) distribution, personal links, or an authenticator that captures email. Responses to an **anonymous survey link** carry no email, so they won’t create contacts. When the recipient’s first and last name are available, Dovetail uses them as the contact’s name.
***
## What gets imported
Each survey response becomes one Channels data point, with the open-text answer (or answers) as the conversation content.
### Always imported
| Field | Source |
| ------------------------------- | -------------------------------------------------------------------------- |
| Response ID | Qualtrics `responseId` |
| Survey ID | Qualtrics survey ID |
| Survey name | Qualtrics survey name |
| Question text and response text | Each selected open-text question appears as a Q+A pair in the conversation |
| Submission timestamp | Qualtrics `recordedDate` |
### Imported when configured
| Field | When |
| ---------------- | --------------------------------------------------------------------------------------------- |
| NPS score (0–10) | When an NPS question is attached as the score field |
| CSAT score (1–5) | When a 5-point rating question is attached as the score field |
| NPS group | For true NPS questions — the detractor, passive, or promoter classification Qualtrics assigns |
### Not imported
* **Responses to questions you didn’t select.** Only the open-text questions and the optional score question you chose are imported; other answers in the same survey are ignored.
* **Embedded data and custom variables** set on the survey or response.
* **Respondent contact or panel data as data point fields** — names, emails, and directory attributes aren’t stored on the data point. (Email and name *are* used for contact linking — see [Link responses to contacts](#link-responses-to-contacts).)
* **Choice labels for closed questions** beyond the score field.
* **Survey logic** such as display, skip, or randomization rules.
Need a field that isn’t on this list? Let us know.
### Sync behavior
* **Backfill window.** When you first connect, Dovetail imports responses recorded within the period you selected.
* **Ongoing sync.** New responses sync in automatically after the initial backfill on the standard Channels cadence — Dovetail tracks the most recent `recordedDate` it has seen and pulls anything newer.
* **Mechanics.** Dovetail uses the Qualtrics Response Exports API, which runs asynchronously: Dovetail requests an export, waits for Qualtrics to build the file, then downloads and imports it. A large first backfill can take a little longer while Qualtrics prepares the export.
* **Rate limiting.** If Qualtrics rate-limits a request, Dovetail honors the `Retry-After` window and resumes automatically.
***
## Troubleshooting
**My credentials won’t validate.** Confirm the **data center** matches the prefix in your Qualtrics URL (for example `iad1` from `https://iad1.qualtrics.com`) and that the **API token** is current. Regenerate the token under **Account Settings → Qualtrics IDs → API** if you’re unsure.
**My survey doesn’t show up in the picker.** Dovetail only lists surveys the API token’s Qualtrics user can access. Confirm that user owns or has been shared the survey, or generate a token from an account that does.
**My question doesn’t show up in the score dropdown.** Only NPS (0–10) and CSAT (5-point scale) questions are eligible as score fields. Other rating scales and closed questions aren’t supported as scores.
**My NPS scores aren’t importing.** NPS questions created through the Qualtrics API can behave unexpectedly on export. Create the NPS question in the Qualtrics survey editor, or use a 0–10 scale question — Dovetail recognizes a 0–10 scale as NPS.
**Responses exist in Qualtrics but Dovetail says nothing imported.** Likely causes:
* Every response in the backfill window skipped the open-text questions you selected. Dovetail needs at least one open-text answer to create a data point.
* The responses were recorded before your backfill window. Reconnect with a longer window, or wait for new responses.
* The API token was regenerated. Re-enter the current token on the Qualtrics integration in Dovetail.
**I want to analyze multiple surveys in the same Channel.** Add Qualtrics as a data source on the same Channel once per survey.
***
## Disconnect or delete the Qualtrics source
There are two distinct actions on a Channels source.
**Disconnect.** Stops Dovetail from ingesting any new data from this source. Anything already imported stays in the Channel.
To disconnect, open the Channel, go to the sources list, click `•••` on the Qualtrics source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** that was imported from it. This is permanent.
To delete, click `•••` on the Qualtrics source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To revoke API access entirely, regenerate or delete the API token in Qualtrics under **Account Settings → Qualtrics IDs → API**. That immediately invalidates any sync that tries to use it.
# Salesforce Contacts
Source: https://docs.dovetail.com/integrations/salesforce
Sync Salesforce CRM records into Dovetail's contacts database so participants carry your account context for filtering and analysis.
Available only for[ Business (as an add-on) and Enterprise plans](https://dovetail.com/pricing/).
## Overview
Our Salesforce integration connects your CRM data directly to Dovetail’s contact database. This eliminates manual entry and gives your team the context they need to filter participants, track engagement, and uncover deeper insights. [Learn more about Contacts →](https://docs.dovetail.com/help/contacts)
***
## Who can set up the integration
To connect Salesforce to Dovetail, you will need to be a user with:
* Salesforce admin access to authenticate the connection.
* Dovetail workspace admin access.
* **Full access** or **Can edit** access to the Contacts database in Dovetail.
It’s important to note that only the user who initially connects the Salesforce integration can manage the field mappings. Other users with "can use" or higher permissions can view the mappings.
***
## Set up Salesforce integration
Before you begin, ensure your contacts database already includes the fields you want to map from Salesforce, as you cannot create new Dovetail fields during the setup process. From here you:
* Navigate to ⚙️ [Settings](https://dovetailapp.com/settings/user/integrations) **→** [Integrations](https://dovetail.com/settings/user/integrations) and click **Connect Salesforce**.
* Sign in with your Salesforce admin credentials to authenticate.
* Click **configure** and click on the **configuration** tab from within the mapping dialogue. Select the email field that will serve as the unique identifier to match records between Salesforce and Dovetail.
* Map your Salesforce fields to your existing Dovetail fields. Make sure the field types match (e.g., number fields in Salesforce map to number fields in Dovetail).
* Preview your mapping by entering one or more email addresses and clicking **Preview**. This will show you how the synced data will appear for real contacts and help you spot any errors.
* If the preview looks correct, click **Save** to complete the setup. Once configured, you are now ready to starting syncing.
***
## Adding new fields after setup
**Adding New Salesforce Fields to Dovetail**\
\
Salesforce fields do not auto-sync into Dovetail. When you create a new field in Salesforce, you’ll need to manually map it in Dovetail so it appears on your contacts. Follow these steps:
* **Add the field in Salesforce:** Create the new field on the **Contact** or **Account** object in Salesforce, just as you normally would.
* **Open the Salesforce Field Mapping dialog in Dovetail:** Navigate to [Settings > Integrations > Salesforce](https://dovetail.com/settings/integrations), or access it from your **Contacts/People** page settings. In the dialog, select the **Configuration** tab.
* **Map the new field:** Your newly created Salesforce field will automatically appear in the available fields dropdown — no extra steps needed. Map it to an existing Dovetail person field.
* **Trigger a sync:** Once the mapping is saved, the next scheduled daily sync will automatically detect the change and perform a full refresh to pull in the new field data. If you don’t want to wait, you can trigger a manual sync from the UI.
* **View the field on your contacts:** After the sync completes, the new field values will appear on matching Dovetail contacts. Contacts are matched by email address (you can configure which identifier field is used for matching). Fields synced from Salesforce are read-only in Dovetail for contacts sourced from Salesforce.
***
## Syncing your contacts
Once you are happy with your configuration, you can enrich your Dovetail Contacts with Salesforce data. There are four ways in which you can sync contacts in Dovetail.
### Set up an automatic daily sync
* Go to the **Salesforce configuration**. You can open this from the **Source** dialog in the Contacts database or from the **Salesforce tile** on the Integrations page.
* In the configuration dialog, switch on **Daily syncing**. Only the person who originally connected the Salesforce integration (typically the Salesforce Admin) can change this setting.
* Each day, Dovetail pulls fresh data from Salesforce for existing synced contacts, as well as for any non-synced contacts whose email (the unique identifier) matches a Salesforce record. This keeps your Dovetail contacts up to date with the most accurate information—no manual action needed.
* To check the progress of your daily sync, including the last sync time or any issues, open the **Source** dialog in the Contacts database, click **Salesforce**, and view the details for the latest status.
* If a contact has never been synced and you don’t want it to update automatically, leave the email field (the unique identifier) blank.
### Sync an individual contact
* Go to the **Contacts** database and **select** or **create** a contact.
* Ensure the contact has an email address.
* Then open the contact side panel and click **sync contact.** The mapped fields from their Salesforce record will automatically populate in Dovetail.
### Bulk sync contacts
* Go to the **Contacts** database and click the **Source** button in the top navigation header.
* Select **Bulk sync**. This will sync all contacts in your database that have an email address matching a recording in Salesforce.
### Import contacts from a CSV
* In the **Contacts** database, click the **+** button and select **Import CSV file**.
* Upload your CSV. Make sure it includes a column with a unique identifier (e.g. email). A common use case is exporting a CSV from Salesforce with just the email column, then uploading it into Dovetail.
* Once uploaded, return to the **Source** menu in the top navigation.
* Then use **Bulk sync** to sync all contacts in your database that have an email address matching a record in Salesforce.
***
## Permissions and data handling
**Requested permissions**\
When you connect your Salesforce account to Dovetail, you will grant Dovetail access to:
* **Manage user data via APIs (api)**: Allows us to read Salesforce records, such as contacts and accounts, so we can keep your Dovetail workspace in sync with Salesforce.
* **Perform requests at any time (refresh\_token, offline\_access)**: Keeps your Salesforce connection active using a refresh token, so Dovetail can continue syncing data without requiring you to sign in again.
For more information, see Salesforce’s documentation on [OAuth scopes](https://help.salesforce.com/s/articleView?id=xcloud.remoteaccess_oauth_tokens_scopes.htm\&type=5).
**How Dovetail uses Salesforce data**
* Dovetail only **pulls data** from Salesforce, we do not write any data back.
* Currently, only **account and contact data** can be pulled into Dovetail.
* The **Salesforce Admin** who connects the account controls what data is shared, by configuring the field mappings during setup.
**Handling null values from Salesforce**\
When a contact record synced with a Salesforce ID returns a metadata field value of *null*, Dovetail will **retain the existing value** for that field in your contacts database, we will *not* overwrite it with a null value. This ensures that meaningful existing data won’t be lost just because the source returned an empty value.
***
**Key behaviors and limitations:**
* **One-way sync:** This is a one-way sync only. Dovetail pulls data from Salesforce but does not push any changes back.
* **Editing**: Fields are non-editable while mapped and synced to Salesforce.
* **Unsyncing**: Users can turn off mapping or disconnect from Salesforce, making the contact unsynced and editable again.
* **Duplicate records:** If multiple Salesforce records share the same email address, Dovetail will use the data from the most recently updated record.
* **Database limits:** The contact database supports up to 50,000 contacts.
* **Character limits:** The maximum length for text is 300 characters and 50 characters for a select field option. If the limit is exceeded the text will get truncated.
* **Field limits:**
* Select and Multi-Select fields can each have up to 200 options.
* Multi-Select fields allow a user to choose up to 100 options.
* If you expect to exceed these limits, we suggest using a text field instead.
* We recommend mapping Salesforce Multi-Picklist fields only to Dovetail Multi-Select fields.
# Salesforce Service Cloud
Source: https://docs.dovetail.com/integrations/salesforce-service-cloud
Import closed Salesforce Service Cloud cases, with their full email threads, into a Dovetail Channel to track trends across support volume.
## Overview
Automatically import closed Salesforce Service Cloud Cases into Channels in real-time, where they’re analyzed and grouped into themes so you can track trends across your support volume.
When you set up the connection, you’ll pick the queues to import Cases from and how far back to backfill. Each Case lands in Dovetail with its full email thread attached as the conversation, so themes and sentiment come from the real back-and-forth between your customer and your support team. [Learn more about Channels →](/help/channels)
***
## Prerequisites
* A Dovetail workspace with Channels enabled and your user has Can edit or Full access on the Channel you’re adding the source to.
* A Salesforce **production org** on Enterprise, Performance, Unlimited, or Developer edition (any edition with API access).
* A Salesforce user with:
* **API Enabled** on their profile.
* **Read** access to the **Case** and **EmailMessage** objects.
* Visibility of the queues you want to import from (controlled by Salesforce queue membership and sharing rules).
Cases imported into Dovetail will only ever be the ones the authorizing user can see in Salesforce. If you want broad coverage across queues, authorize with an admin or service account that can see them all.
***
## Set up the Salesforce Service Cloud integration
You can set up the integration from [Settings](https://dovetail.com/settings/integrations), when you create a new Channel, or when you `Add source` to an existing Channel.
In Dovetail, open the **Connect data source** modal and select `Salesforce Service Cloud`.
You’ll be redirected to Salesforce to log in and approve the requested permissions. If you’re already logged in, this happens in a single click.
Back in Dovetail, pick the queues you want to import Cases from — or select `All queues` to import from every queue you have access to. You can pick as many specific queues as you like.
Choose how far back to backfill existing Cases: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`.
Confirm setup and select `Finish`.
### Authentication and permissions
Dovetail uses **OAuth 2.0** against `https://login.salesforce.com` with two scopes:
* `api` — lets Dovetail run `SELECT` queries against the Case, EmailMessage, and Group (queue) objects via the Salesforce REST API.
* `refresh_token` — lets Dovetail keep the connection alive without you re-authorizing on every sync.
These scopes are read-only in practice. Dovetail only issues `SELECT` queries and never writes back to Salesforce.
The authorizing user’s permissions cap what Dovetail can see. If a Case sits in a queue the user can’t access, it won’t be imported even if you tick "All queues" in Dovetail.
***
## Configuration in detail
### Picking queues
Dovetail fetches every queue in your org and shows them in the picker. You have two ways to scope what comes in:
* **All queues** — Dovetail imports closed Cases from every queue the authorizing user can see. Cases assigned to individual users (not queues) aren’t included.
* **Specific queues** — Dovetail filters on `OwnerId IN (...)` for the queues you select. You cal select any number of queues.
For example, if you pick the `Tier 1 Support` and `Billing` queues, Dovetail imports every closed Case whose current owner is one of those two queues. Cases owned by an individual support agent — even if they were once in those queues — aren’t pulled.
***
## What gets imported
Each closed Case becomes one Channels data point, with the full email thread attached as the conversation.
### Conversation content
Dovetail joins each Case to its `EmailMessage` records, ordered by `MessageDate ASC`, and lays them out as a multi-turn conversation. Each message carries the sender’s address and name, whether it was inbound or outbound, and the message timestamp. If a Case has no email thread but has a `Description`, the description is used as the conversation content instead.
### Case metadata
Attached as fields on the data point:
| Field | Salesforce source |
| --------------- | ------------------------------------------------------------------ |
| Case number | `CaseNumber` |
| Subject | `Subject` |
| Status | `Status` |
| Priority | `Priority` |
| Origin | `Origin` |
| Type | `Type` |
| Created date | `CreatedDate` |
| Salesforce link | Deep link to the Case in Lightning (`/lightning/r/Case//view`) |
### Participant identification
The first incoming email’s `FromAddress` and `FromName` are used to identify the customer on the data point. If no incoming email exists, Dovetail falls back to the Case’s `ContactEmail` and `Contact.Name`.
### Not imported
* **Open or in-progress Cases.** Only `Status = 'Closed'` Cases sync; reopened Cases will resync once they close again.
* **CaseComments.** Internal team notes posted as CaseComments aren’t pulled — Dovetail only reads the email thread.
* **Chatter posts, Tasks, Events.** Not included.
* **Attachments.** Email attachments and Case attachments aren’t pulled.
* **Custom fields.** Only the standard Case fields listed above are imported. Reach out if you need a specific custom field.
* **Cases the authorizing user can’t see.** Salesforce sharing rules apply.
Need a field that isn’t on this list? Let us know.
### Sync behavior
* **Backfill window.** When you first connect, Dovetail imports closed Cases whose `SystemModstamp` falls within the period you selected.
* **Ongoing sync.** Dovetail tracks the highest `SystemModstamp` it has seen and pulls anything newer on each sync — so newly-closed Cases and any Cases that get re-saved are picked up.
* **Pagination.** Cases are fetched 200 at a time and Dovetail keeps paginating until everything in the window is in.
* **API version.** Salesforce REST API v59.0.
***
## Troubleshooting
**OAuth redirects me to a "this app isn’t installed" screen.** Your Salesforce admin may have restricted which Connected Apps users can install. Ask them to allow access to the Dovetail Connected App.
**Authentication succeeds, but no Cases import.** The most common causes:
* The authorizing user doesn’t have **Read** access on the `Case` or `EmailMessage` object. Check their profile and permission sets.
* The selected queues exist but contain no closed Cases in the backfill window.
* The authorizing user isn’t a member of the queues you selected and Salesforce sharing rules hide those Cases from them.
Re-authorize with a user who has the right access, or widen the queue selection.
**Fewer Cases than expected.** Check whether Cases are owned by individual agents rather than queues — Dovetail filters on `OwnerId IN (...)` against queue IDs, so user-owned Cases won’t match. Also confirm the Cases in question are actually `Status = 'Closed'`.
**I have a sandbox org.** Sandbox orgs aren’t supported — the integration only authenticates against `login.salesforce.com` (production). Connect from your production org or get in touch if sandbox support is a blocker for you.
**Salesforce returned a rate-limit error.** Dovetail backs off and retries automatically. If your org’s daily API call limit is being exhausted by other integrations, the sync may be delayed. Contact your Salesforce admin to review API consumption.
***
## Disconnect or delete the Salesforce Service Cloud source
There are two distinct actions on a Channels source.
**Disconnect.** Stops Dovetail from ingesting any new Cases from this source. Anything already imported stays in the Channel.
To disconnect, open the Channel, go to the sources list, click `•••` on the Salesforce Service Cloud source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** that was imported from it. This is permanent.
To delete, click `•••` on the Salesforce Service Cloud source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To revoke access entirely, ask your Salesforce admin to remove the Dovetail Connected App from your org under **Setup → Connected Apps OAuth Usage**. Disconnecting in Dovetail stops the sync; revoking in Salesforce ensures the refresh token can no longer be used.
# ServiceNow CSM
Source: https://docs.dovetail.com/integrations/servicenow-csm
Import ServiceNow CSM cases and their comment threads into a Dovetail Channel using an OAuth app you register in your own ServiceNow instance.
## Overview
Automatically import **ServiceNow Customer Service Management (CSM) cases** into Channels in real-time, where they’re analyzed and grouped into themes so you can track trends across your support volume. [Learn more about Channels →](/help/channels)
Each case lands in Dovetail with its comment thread attached as the conversation, so themes and sentiment come from the real back-and-forth on the case. When you set up the connection, you choose which **assignment groups** to import cases from.
Unlike most Dovetail integrations, ServiceNow CSM connects to a **private OAuth app that you create inside your own ServiceNow instance**. ServiceNow’s OAuth is per-instance — there’s no shared app a vendor can ship across customers: your ServiceNow admin registers an OAuth application and you paste the resulting client ID, client secret, and instance subdomain into Dovetail.
***
## Prerequisites
* A Dovetail workspace with **Channels enabled**, and **Can edit** or **Full access** on the Channel you’re adding the source to.
* A **Dovetail workspace admin** — only admins can save the ServiceNow credentials for the workspace.
* A **ServiceNow admin** who can create an OAuth Application Registry entry in your ServiceNow instance.
* ServiceNow **Customer Service Management (CSM)** in use. The integration reads cases from the `sn_customerservice_case` table, which is provided by the **Customer Service** plugin (`com.sn_customerservice`). If you already manage customer cases in ServiceNow, this is active on your instance.
* A ServiceNow user, used to authorize the connection, with **read access** to these tables:
* `sn_customerservice_case` — the cases themselves
* `sys_journal_field` — case comments
* `customer_contact` — the contact on each case
* `customer_account` — the account on each case
* `sys_user` — to resolve comment authors to display names
A **workspace admin** saves the OAuth **app credentials** (client ID, secret, instance subdomain) once for the whole workspace. Then **each user authorizes with their own ServiceNow login** — the access token is per-user, like any other OAuth integration.
Each Channel source syncs using the ServiceNow permissions of the **user who connected it**. If a case sits in a record that user can’t read, it won’t be imported.
***
## Step 1 — Create an OAuth app in ServiceNow
Your **ServiceNow admin** does this once, inside your ServiceNow instance.
In ServiceNow, go to **System OAuth → Application Registry** and click **New**.
Select **Create an OAuth API endpoint for external clients**.
Give it a name (for example, `Dovetail`). In the **Redirect URL** field, enter Dovetail’s callback URL exactly:
```text theme={null}
https://dovetail.com/account/integration/oauth/serviceNowCsm
```
Set the scope restriction to **Broadly scoped**. Leave the other fields at their defaults unless your organization requires otherwise, and **Submit**.
Re-open the app you just created. ServiceNow generates a **Client ID** and **Client Secret** — copy both. You’ll paste them into Dovetail in Step 2.
Your instance subdomain is the first part of your ServiceNow URL — for example, `dev123456` in `https://dev123456.service-now.com`. You’ll need it in Step 2.
***
## Step 2 — Connect ServiceNow CSM in Dovetail
You can set up the integration from [Settings](https://dovetail.com/settings/integrations), when you create a new Channel, or when you `Add source` to an existing Channel.
The connect flow has two phases: a workspace admin first **saves the credentials** from Step 1, then anyone with the right access **authorizes** the connection with ServiceNow.
In Dovetail, open the **Connect data source** modal and select `ServiceNow CSM`.
A workspace admin enters the three values from Step 1:
* **Instance subdomain** — for example `dev123456`
* **Client ID** — from the ServiceNow OAuth app
* **Client secret** — from the ServiceNow OAuth app
Select **Save and continue**.
Only workspace admins can save these credentials, and they’re stored once for the whole workspace. When editing an existing connection, you can leave the **Client secret** blank to keep the saved value.
Select **Connect ServiceNow**. A ServiceNow window opens asking you to sign in and approve access. Approve it, and you’ll be returned to Dovetail.
Under **Analyze from**, choose the **assignment groups** whose cases you want to import — or keep **All** to import from every assignment group that owns cases. Dovetail only lists groups that actually have CSM cases assigned to them.
Under **From the last**, choose how far back to import existing cases: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`.
Confirm setup and select `Finish`. Dovetail begins importing cases and keeps syncing new and updated cases automatically.
### Authentication and permissions
Dovetail uses **OAuth 2.0** against your ServiceNow instance, with the private OAuth app you registered in Step 1. There are two credential layers: the **app credentials** (client ID and secret) are saved once by a workspace admin, and then **each user authorizes individually** with their own ServiceNow login. Dovetail only **reads** from ServiceNow — it lists assignment groups, reads case records and their comments, and resolves comment authors to display names. Nothing is written back to ServiceNow.
Because each source runs as the user who connected it, ServiceNow’s own access controls (ACLs) apply on top of the scope: Dovetail can only ever see the cases and fields that user can see. Dovetail keeps the connection alive with a refresh token, so you don’t have to re-authorize on every sync.
***
## What gets imported
Each ServiceNow CSM case becomes one Channels data point, with the case’s **comment thread** attached as the conversation.
### Conversation content
Dovetail pulls the case’s **comments** (from the `sys_journal_field` journal), ordered oldest-to-newest, and lays them out as a multi-turn conversation. Each comment carries its author’s ServiceNow display name (resolved from `sys_user`) and its timestamp. If a case has **no comments** but has a **Description**, the description is used as the conversation content instead. Cases with neither a comment thread nor a description are skipped.
### Case fields
Attached as fields on each data point:
| Field | ServiceNow source |
| ----------------- | ----------------------------------------------------------------- |
| Case number | `number` |
| Short description | `short_description` (used as the data point’s title) |
| State | `state` |
| Priority | `priority` |
| Channel | `contact_type` |
| Category | `category` |
| Subcategory | `subcategory` |
| Assignment group | `assignment_group` |
| Account | `account` |
| ServiceNow link | Deep link to the case (`/sn_customerservice_case.do?sys_id=`) |
The **contact** on the case (`contact`) is used to identify the customer on the data point.
### Not imported
* **Attachments** on the case or its comments.
* **Work notes** and other internal-only journal fields — only the `comments` journal is read.
* **Related records** such as tasks, incidents, or knowledge articles linked to the case.
* **Custom fields** beyond those listed above.
* **Cases the authorizing user can’t see**, per ServiceNow ACLs.
Need a field that isn’t on this list? Let us know.
### Limits
* **Conversation length.** A case’s combined comment text is capped at **10,000 characters**. If a thread is longer, Dovetail trims the oldest comments first (and truncates a single over-long comment) so the most recent context is kept. HTML in comments is stripped to plain text.
* **Page size.** Cases are fetched 500 at a time and Dovetail keeps paginating until everything in the window is in.
### Sync behavior
* **Backfill window.** When you first connect, Dovetail imports cases updated within the period you selected — `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`.
* **Ongoing sync.** Dovetail tracks the most recent `sys_updated_on` it has seen and pulls anything newer on each sync — so newly created cases and any case that gets updated are picked up.
* **Assignment-group filter.** Only cases owned by the assignment groups you selected are imported. Choose **All** to import from every group that owns cases.
* **Rate limiting.** If ServiceNow rate-limits a request, Dovetail backs off and resumes automatically.
***
## Troubleshooting
**The OAuth window shows an error or won’t complete.** The most common cause is a mismatched **Redirect URL**. Confirm the OAuth app in ServiceNow has the redirect URL set to exactly `https://dovetail.com/account/integration/oauth/serviceNowCsm`, with no trailing slash or extra characters. Also confirm the **Client ID** and **Client secret** in Dovetail match the ServiceNow app.
**"A workspace admin needs to configure ServiceNow first."** The workspace-level credentials haven’t been saved yet. A Dovetail workspace admin needs to complete the credential step (Step 2) before other users can authorize.
**Authentication succeeds, but no cases import.** Likely causes:
* The authorizing user doesn’t have **read access** to `sn_customerservice_case` or the related tables listed under Prerequisites.
* The selected assignment groups contain no cases, or every case in them was skipped because it has neither comments nor a description.
* The Customer Service plugin (`com.sn_customerservice`) isn’t active on the instance, so there are no CSM cases to read.
**An assignment group is missing from the picker.** Dovetail only lists assignment groups that currently own at least one CSM case. A group with no cases assigned to it won’t appear.
**The connection stopped syncing.** If the client secret was rotated or the OAuth app was deleted in ServiceNow, re-open the ServiceNow CSM connection in Dovetail and re-enter the current credentials, then re-authorize.
***
## Disconnect or delete the ServiceNow CSM source
There are two distinct actions on a Channels source.
**Disconnect.** Stops Dovetail from ingesting any new cases from this source. Anything already imported stays in the Channel.
To disconnect, open the Channel, go to the sources list, click `•••` on the ServiceNow CSM source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** that was imported from it. This is permanent.
To delete, click `•••` on the ServiceNow CSM source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To revoke access entirely, delete or deactivate the Dovetail OAuth app in your ServiceNow instance under **System OAuth → Application Registry**. Disconnecting in Dovetail stops the sync; revoking in ServiceNow ensures the tokens can no longer be used.
# Slack
Source: https://docs.dovetail.com/integrations/slack
Sync Slack messages into a Dovetail Channel, share content with rich previews, and read and reply to Dovetail comments without leaving Slack.
## Overview
Connecting your Slack to Dovetail enables you to sync messages to [Channels](https://dovetail.com/help/channels/), share Dovetail content with rich previews, get updates about changes in your projects, receive comments in real-time, and send replies — all via Slack.
With this, Enterprise customers can also purchase Ask Dovetail as an add-on to bring the voice of their customers to where decisions are made. It allows anyone in an organization to ask Dovetail questions in Slack, access your aggregated customer feedback and schedule audio or text digests.
***
## Set up Slack integration
If you are setting up the Slack integration for the first time, there are a few things to be aware of including:
1. It’s common that Slack workspace owners may have [turned on app approval](https://slack.com/help/articles/222386767-Manage-app-approval-for-your-workspace) to require admin approval for installing new apps, including Dovetail. If this is the case for your Slack workspace, we recommend seeking approval from your internal IT team and sharing this article to provide an outline of the integration’s capability and [requested permissions](/integrations/slack).
2. If using Ask Dovetail in Slack, only users with a Dovetail admin role can enable the integration in Dovetail. Non-admin users will not be able to view or configure the integration.
If Dovetail is an approved app for your Slack workspace, you can connect your Slack account to receive notifications, share data, and engage with comments from your Dovetail workspace.
* To do this, open ⚙️ [Settings → Integrations](https://dovetail.com/settings/user/integrations) and navigate to Slack.
* From there, select Connect and continue to log in to your Slack account and review the requested permissions.
***
## Reply to and like comments in Slack
If someone mentions you in a comment, you can reply and like that comment directly in Slack.
* To like (or dislike) a comment, just click on the **Like** button.
* To reply to a comment, click on **Reply** and enter your comment in the pop-up window, which will be sent directly to Dovetail once you click **Post.**
***
## Share Dovetail data in Slack
When you share a link to a single video highlight or reel in Slack, the video will be available for your team to play right from Slack.
If you are using the desktop or mobile app to play the highlight, you’ll need to **authenticate** first.
* To do this, copy the link provided in the player and paste it into your browser to log in to Dovetail
* Next, copy the one-time password (OTP) and enter this into the box in Slack.
* From there, the data from Dovetail will show in your relevant Slack channel.
When you share a Dovetail link in Slack, all the relevant information related to the link will be displayed directly in Slack for you and your colleagues to see. The supported links are **data**, **tags**, **docs**, **readme**, and **contacts**.
***
## Sync Slack messages to Channels
Bring the voice of the customer directly into Dovetail by connecting your internal Slack channels to [Channels](https://dovetail.com/help/channels/). With a one-time setup, Dovetail will continuously sync messages from public Slack channels and use AI to automatically classify and organize feedback into themes, no more copy-pasting required.
To do this:
* **Connect Slack**: A workspace admin connects Slack from the **Integrations** tab in Dovetail. During setup, you’ll complete authentication and choose which Slack channels should be available for use. **Note:** You can only connect one Slack workspace to one Dovetail workspace.
* **Connect a data source**: In your Channel, click **Connect data source**, then select **Slack** from the list of available integrations.
* **Configure what to analyze**: Choose the Slack channel you want to analyze, and select a time period—7 days, 30 days, 90 days, or 6 months. Dovetail will pull messages from that channel based on your selection.
* **Review and analyze in Dovetail**: Your Slack messages will be imported as data points. Dovetail will automatically analyze the content and identify recurring themes. You can open any individual data point to view a summary of the Slack message and see the full conversation thread for added context.
#### What’s included in each message
* The message text and up to 20 replies
* Number of reactions
* Number of replies and unique reply users
* User ID and username
* Timestamps and thread context
***
## Set up Ask Dovetail for Slack
This feature is only available as an add-on to our **Enterprise** bundle. Enterprise workspaces come with additional features and support to meet your organization’s needs.
[Check out our pricing page for more information on Enterprise](https://dovetailapp.com/pricing/).
[Ask Dovetail](/help/chat/chat-in-slack-and-teams) can be enabled by a Dovetail workspace admin after connecting the Slack integration in your workspace.
* To do this, navigate [Settings → Integrations → Slack](https://dovetail.com/settings/user/integrations) and toggle on Ask Dovetail. Depending on your organization’s configuration, Slack may ask you to provide a reason for the integration and submit a request to your Slack administrator.
* Once the integration is enabled, select which projects and data you want to appear cited in search results or digests within Slack. All public projects are available by default, but admins can select which projects to exclude. Private projects are not accessible to Ask Dovetail. You can also prevent certain object types from contributing to search results, or being cited as sources in answers.
* Once your Slack workspace is connected with your Dovetail workspace, anyone in your Slack workspace will be able to ask questions and create digests.
***
## Ask questions to Dovetail in Slack
There are two main ways to ask questions to Dovetail in a Slack channel – Public or Only visible to you.
To ask a question that will be public and visible to others, type @dovetail followed by your search question.
* For example – `@dovetail what are our users’ top pain points?`
Your search query will instantly be posted, and Dovetail will respond in a thread. An example of a query you can search.
Alternatively, to ask a question and receive a response from Dovetail that will only be visible to you, type `/dovetail` followed by your search question.
* For example – `/dovetail what are our users’ top pain points?`
This method will bring up a response that is only visible to you, giving you a chance to review it and either post it for everyone else to see, or to delete it.
Where relevant, Dovetail will provide citations in the response, allowing users to trace evidence back to data within Dovetail. For anyone without a Dovetail account, they will be required to sign up before viewing any data in your Dovetail workspace.
***
## Create a scheduled digest
Stay up to date with ongoing project work by scheduling recurring audio or written digests that you can receive in Slack. They’re a way to effortlessly stay up to date with new information coming into your workspace.
* To create a digest, use the slash command `/dovetail digest` which will open a popup for you to configure.
* Here, you can choose a title, decide which projects you’d like to receive updates from, what Slack channel you’d like to send this digest to, set the format (audio or text) and frequency (weekly, fortnightly, monthly).
Additionally, you can create a digest directly from a search query.
* Once you receive a response to your question, select “Follow search”.
* From there, you can configure the digest as described above.
Digests are managed on a per-user basis on Slack, so when you create one, only you can edit or delete that digest. To edit or delete a digest you have created, navigate to the Dovetail Slack app home page to locate your digest.
All users can create Digests, regardless of role.
***
## Use Ask Dovetail as a Slack AI assistant
Ask Dovetail is also available as a Slack AI assistant. With this, you can open a private thread in any channel to query Dovetail and answers provided will combine the data in your Dovetail workspace with any relevant knowledge in your Slack instance.
Ask Dovetail users have instant access to the AI assistant and can perform any Ask Dovetail actions. If not, check that you have Dovetail enabled by navigating to **Preferences → Navigation** in your Slack workspace.
* To use Ask with the AI assistant, open a thread in a relevant channel and select the Dovetail icon from your AI Assistant menu in Slack (note that this will only work in channels that have the Dovetail integration added).
* From there, you can perform a query, ask follow up questions, and create digests in the same way as described above.
Note that using the AI assistant is available to Ask Dovetail users who are on a paid Slack plan. Additionally, using Ask Dovetail as a Slack AI Assistant is subject to our current [privacy policy](https://dovetail.com/help/privacy-policy/).
***
## Manage your Slack connection
### Notifications
You can stop receiving notifications in Slack. To do this, go to ⚙️ Settings → [Notifications](https://dovetailapp.com/settings/user/notifications). From there, you can then turn the Slack notifications `on` or `off`.
### Disconnect
You can disconnect your Slack account from Dovetail at any time. To do this, go to [⚙️ Settings → Integrations](https://dovetailapp.com/settings/user/integrations), locate Slack in the integrations list, and select Disconnect.
***
## Restrict Slack connections to authorized subdomains
Admins can allowlist specific Slack subdomains users can connect their Dovetail account to. By restricting the Slack integration to authorized subdomains, admins can ensure that only approved workspaces can be linked. This helps mitigate the risk of sensitive information being unintentionally shared with external or unauthorized environments.
* To do this, open [⚙️ Settings → Integrations → Slack](https://dovetail.com/settings/user/integrations).
* From there, click the actions menu `···` , select Security settings, then enter authorized subdomains users can use to connect their Slack integration to.
***
## Requested permissions
When you connect your Slack account to Dovetail, you will grant Dovetail access to:
* **View content and info about channels and conversations**: View messages and other content in direct messages that Dovetail has been added to.
* **View content and info about your workspace**: View people in your workspace and view the name, email domain, and icon for workspaces Dovetail is connected.
* **Perform actions in channels and conversations**: Send messages as @dovetail, embed video player URLs and show link previews from [dovetailapp.com](http://dovetailapp.com) and [dovetail.com](http://dovetail.com), join public channels in your workspace, view messages that directly mention `@dovetail` in conversations that the app is in.
* **Perform actions in your workspace**: Add the slash command `/dovetail` that people can use.
## FAQs
We will never perform unexpected actions, such as joining all public channels by default or taking actions, unless prompted by the user.
Ask Dovetail (available as an add-on to the base Dovetail Slack app) uses AI and large language models (LLM). Please note that responses generated may occasionally be inaccurate. We encourage you to verify any AI-generated content before relying on it. The AI model we use is Claude 3 Sonnet.
### Data Retention
We only keep your data on our servers while your request is being processed, which will be done in the region of your Dovetail workspace. Your Slack data is used solely for conversational search and is processed within the LLM environment.
### What We Don’t Do
We don’t use your Slack data (messages, files, etc.) to train or improve any AI models.
We are committed to ensuring a secure and transparent experience for all users. If you have any questions or concerns, feel free to reach out at [support@dovetail.com](mailto:support@dovetail.com).
Not currently. Ask Dovetail supports a **one-to-one connection** between a Dovetail workspace and a Slack workspace.
# Snowflake
Source: https://docs.dovetail.com/integrations/snowflake
Import rows from any Snowflake table into a Dovetail Channel by mapping which columns hold the unique ID, the timestamp, and the text to analyze.
## Overview
Automatically import records from any **Snowflake** table into Channels, where they’re analyzed and grouped into themes so you can turn rows of customer feedback into trends and insights over time. [Learn more about Channels →](/help/channels)
Snowflake works a little differently from Dovetail’s other Channels sources:
* **Authentication uses a key pair**, not OAuth. You create (or reuse) a Snowflake user set up for key-pair authentication and give Dovetail its private key.
* **You choose a table and map its columns.** For each table you import, you tell Dovetail which column is the **unique identifier**, which is the **timestamp**, and which holds the **text to analyze**.
We recommend creating a **dedicated, read-only Snowflake user** for Dovetail, scoped to only the warehouse, database, schema, and tables you want to import.
***
## Prerequisites
* A Dovetail workspace with **Channels enabled**, and **Can edit** or **Full access** on the Channel you’re adding the source to.
* A **Dovetail workspace admin** — the Snowflake connection is stored once for the whole workspace, and only admins can save it.
* Access to Snowflake with enough privileges to **create a user and role** (or an existing service user set up for key-pair authentication) and to grant it read access to the tables you want to import.
* A tool to generate an RSA key pair (for example, `openssl`).
Dovetail’s Snowflake integration is **read-only**. It only runs `SELECT` (and `DESCRIBE TABLE`) queries against the tables you configure and never writes back to Snowflake.
***
## Step 1 — Set up a Snowflake service user
Do this once in Snowflake (a `SECURITYADMIN`/`ACCOUNTADMIN` typically runs it). It creates a dedicated read-only role and user, then registers a key pair on that user. Adjust the object names to match your account.
### Create a read-only role and grant minimal access
```sql theme={null}
-- A dedicated role with only the access Dovetail needs
CREATE ROLE IF NOT EXISTS DOVETAIL_RO;
GRANT USAGE ON WAREHOUSE DEV_WAREHOUSE TO ROLE DOVETAIL_RO;
GRANT USAGE ON DATABASE MY_DB TO ROLE DOVETAIL_RO;
GRANT USAGE ON SCHEMA MY_DB.MY_SCHEMA TO ROLE DOVETAIL_RO;
-- SELECT on the specific table(s) you'll import…
GRANT SELECT ON TABLE MY_DB.MY_SCHEMA.MY_TABLE TO ROLE DOVETAIL_RO;
-- …or, to allow importing any table in the schema (current and future):
-- GRANT SELECT ON ALL TABLES IN SCHEMA MY_DB.MY_SCHEMA TO ROLE DOVETAIL_RO;
-- GRANT SELECT ON FUTURE TABLES IN SCHEMA MY_DB.MY_SCHEMA TO ROLE DOVETAIL_RO;
```
### Generate a key pair
Generate an **unencrypted PKCS#8** private key and its public key:
```bash theme={null}
# Private key (unencrypted PKCS#8 — this is what you paste into Dovetail)
openssl genrsa 2048 | openssl pkcs8 -topk8 -nocrypt -out dovetail_key.p8
# Public key (this goes on the Snowflake user)
openssl rsa -in dovetail_key.p8 -pubout -out dovetail_key.pub
```
Dovetail’s connection form accepts an **unencrypted** private key. Passphrase-protected keys aren’t supported in the UI, so don’t add `-passout`/encryption when generating the key.
### Create the user and register the public key
Copy the public key body **without** the `-----BEGIN PUBLIC KEY-----` / `-----END PUBLIC KEY-----` lines and without line breaks, then:
```sql theme={null}
CREATE USER IF NOT EXISTS DOVETAIL_USER
DEFAULT_ROLE = DOVETAIL_RO
DEFAULT_WAREHOUSE = DEV_WAREHOUSE
COMMENT = 'Read-only service user for Dovetail Channels';
GRANT ROLE DOVETAIL_RO TO USER DOVETAIL_USER;
-- Register the PUBLIC key (paste the key body, no header/footer lines)
ALTER USER DOVETAIL_USER SET RSA_PUBLIC_KEY='MIIBIjANBgkqhk...';
```
You’ll paste the **private** key into Dovetail in Step 2. For background on Snowflake’s key-pair authentication, see [Snowflake’s key-pair authentication docs](https://docs.snowflake.com/en/user-guide/key-pair-auth).
If you leave **Role** blank in Dovetail (Step 2), Snowflake uses the user’s **default role** — so make sure the role that carries these grants is the user’s `DEFAULT_ROLE`, or specify the role explicitly in Dovetail.
***
## Step 2 — Connect Snowflake in Dovetail
The connection is saved once for your whole workspace. You can start from [Settings](https://dovetail.com/settings/integrations), or when you add Snowflake as a source to a Channel.
In Dovetail, open the **Connect data source** modal and select `Snowflake`.
Provide:
* **Account identifier** — your Snowflake account, for example `MYORG-MYACCOUNT` (or a locator like `xy12345`).
* **Username** — the service user, for example `DOVETAIL_USER`.
* **Warehouse** — the warehouse Dovetail runs queries against, for example `DEV_WAREHOUSE`.
* **Role** *(optional)* — the role to use; if blank, the user’s default role applies.
* **Private key (PEM)** — paste the full contents of `dovetail_key.p8`, including the `-----BEGIN PRIVATE KEY-----` and `-----END PRIVATE KEY-----` lines.
Select **Connect Snowflake**. Dovetail validates the credentials by opening a connection to Snowflake.
***
## Step 3 — Choose a table and map its columns
Once connected, tell Dovetail which table to import and what each column means.
In the **Fully-qualified table name** field, enter `DATABASE.SCHEMA.TABLE` (for example `MY_DB.MY_SCHEMA.FEEDBACK`), then select **Load columns**. Dovetail runs `DESCRIBE TABLE` and lists the columns.
Choose a column for each role. Each must be a **different** column:
* **Unique identifier** — uniquely identifies each row.
* **Timestamp** — when the record was created; drives ordering and incremental sync.
* **Text to analyze** — the free-text field Dovetail analyzes and themes.
Only columns of a compatible type appear in each dropdown (see the table below).
Under **From the last**, choose how far back to import existing rows: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`. The default is `Last 30 days`.
Confirm setup and finish. Dovetail imports matching rows and keeps syncing new rows automatically.
### Column type restrictions
Each role only accepts certain Snowflake column types:
| Column role | Allowed Snowflake column types |
| --------------------- | ----------------------------------------------------------------------------- |
| **Unique identifier** | Any column type |
| **Timestamp** | `TIMESTAMP`, `TIMESTAMP_NTZ`, `TIMESTAMP_LTZ`, `TIMESTAMP_TZ`, `DATE`, `TIME` |
| **Text to analyze** | `VARCHAR`, `STRING`, `TEXT`, `CHAR` |
If a dropdown shows **"No matching columns in this table"**, the table has no column of the required type — pick a different table or adjust the table so it has a suitable column.
Each table you import is its own data source. To analyze more than one table in the same Channel, add Snowflake again and select a different table.
### Authentication and permissions
Dovetail authenticates with **Snowflake key-pair authentication**: it connects as your service user using the private key you provided and the public key you registered on that user. The connection is **workspace-level** — saved once and shared by everyone in the workspace — and only workspace admins can save or remove it.
Dovetail only ever runs `SELECT CURRENT_VERSION()` (to validate the connection), `DESCRIBE TABLE` (to list columns), and `SELECT` against the tables you configure. What Dovetail can read is capped by the role’s grants — if the role loses access to the warehouse, database, schema, or table, syncing stops.
There’s no token to refresh: access ends when you remove the connection in Dovetail, or when the key or grants are revoked in Snowflake.
***
## What gets imported
Each row in your table becomes one Channels data point:
| Data point field | From |
| ----------------- | ------------------------------------------------- |
| Title | Your **text** column, truncated to 120 characters |
| Analyzed text | Your **text** column, in full |
| Date | Your **timestamp** column |
| External ID | Your **unique identifier** column |
| Fields (metadata) | **Every other column** in the table |
Every column that isn’t one of the three mapped roles is imported as a **field** on the data point, so you can filter and group by it. Field types are mapped from Snowflake: booleans → Boolean, numeric types → Number, date/time types → Date, text types → Text. Semi-structured and other types (`VARIANT`, `OBJECT`, `ARRAY`, `BINARY`, `GEOGRAPHY`, `GEOMETRY`) are imported as JSON text.
### Rows that are skipped
A row is skipped if its **unique identifier** is empty, its **text** column is empty, or its **timestamp** can’t be parsed as a date.
### Sync behavior
* **Backfill window.** On the first sync, Dovetail imports rows whose timestamp falls within the window you selected (`Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`).
* **Ongoing sync.** Dovetail records the latest timestamp it has seen (using the unique identifier as a tiebreaker for rows sharing a timestamp) and, on each sync, pulls rows with a **newer** timestamp. Rows are read in ascending timestamp order, up to 1,000 per page.
* **Choose your timestamp column carefully.** Because the sync advances by the timestamp column, only rows with a timestamp later than the high-water mark are picked up. New rows flow in as long as their timestamp increases; edits to older rows that **don’t** change the timestamp won’t be re-imported. Pick an insert/created timestamp that only ever moves forward for records you want analyzed.
***
## Troubleshooting
**"JWT token is invalid" / authentication fails.** The private key in Dovetail doesn’t match the public key registered on the Snowflake user, or the username/account is wrong. Confirm you registered the **public** key with `ALTER USER … SET RSA_PUBLIC_KEY`, that you pasted the matching **private** key into Dovetail, and that the account identifier and username are correct.
**"Snowflake rejected these credentials" / can’t connect.** Double-check the **account identifier** format (for example `MYORG-MYACCOUNT` or a locator like `xy12345`), the **warehouse** name, and that the role has `USAGE` on that warehouse.
**"Couldn’t read columns from Snowflake."** The table name must be fully qualified as `DATABASE.SCHEMA.TABLE`, and the role needs `USAGE` on the database and schema plus `SELECT` on the table.
**Connected, but no rows import.** Likely causes:
* The role is missing a grant — `USAGE` on the warehouse/database/schema or `SELECT` on the table.
* No rows have a timestamp within (or after) the backfill window.
* Rows were skipped because the unique identifier or text column was empty, or the timestamp couldn’t be parsed.
**My private key isn’t accepted.** Use an **unencrypted PKCS#8** key (`-----BEGIN PRIVATE KEY-----`). Passphrase-protected keys aren’t supported.
***
## Disconnect or delete the Snowflake source
There are two distinct actions on a Channels source.
**Disconnect.** Stops Dovetail from ingesting any new rows from this source. Anything already imported stays in the Channel.
To disconnect, open the Channel, go to the sources list, click `•••` on the Snowflake source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** that was imported from it. This is permanent.
To delete, click `•••` on the Snowflake source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To remove the workspace-wide connection entirely, go to ⚙️ [Settings → Integrations](https://dovetail.com/settings/integrations), open **Snowflake**, and select **Remove connection**. To fully revoke access on the Snowflake side, unset the key or drop the service user:
```sql theme={null}
ALTER USER DOVETAIL_USER UNSET RSA_PUBLIC_KEY;
-- or
DROP USER DOVETAIL_USER;
```
# Sprig
Source: https://docs.dovetail.com/integrations/sprig
Sync open-text Sprig survey responses into a Dovetail Channel, where they're analyzed and grouped so you can track feedback trends over time.
## Overview
Automatically import open-text survey responses from Sprig into Channels in real-time, where they’re analyzed and grouped into themes so you can track trends over time.
When you set up the connection, you’ll pick one Sprig survey, choose which open-text questions inside it to analyze, and decide how far back to backfill. [Learn more about Channels →](/help/channels)
***
## Prerequisites
* A Dovetail workspace with Channels enabled and your user has Can edit or Full access on the Channel you’re adding the source to.
* A Sprig account with admin access (needed to generate an API key).
* A Sprig **API key** with access to the Data Import API.
***
## Set up the Sprig integration
You can set up the Sprig integration from [Settings](https://dovetail.com/settings/integrations), when you create a new Channel, or when you `Add source` to an existing Channel.
In Dovetail, open the **Connect data source** modal and select `Sprig`.
In a separate tab, sign in to Sprig and open **Integrations → Data Import API**. Generate or copy your API key.
Paste the key into the **API Key** field in Dovetail and select `Next`. If the key is invalid or lacks the required access, you’ll see: *"Invalid API key. Verify your Sprig API key."*
Choose the **Sprig survey** you want to import responses from. Only surveys with status `In progress` or `Completed` appear in the list.
Select one or more **open-text questions** inside that survey. Multiple-choice, NPS, and rating questions aren’t selectable here — only open-text questions land as conversation content in this Channel.
Choose how far back to import existing responses: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`.
Confirm setup and select `Finish`.
### Authentication and permissions
Sprig uses an **API key**. The key needs access to:
* `GET /v1/surveys` — list available surveys.
* `GET /v1/responses` — fetch survey responses.
* `GET /v2/users/{id}` — resolve a respondent’s email for [contact linking](#link-responses-to-contacts). Only needed if you turn contact linking on; without it, responses still import, they just aren’t linked to contacts.
These are read-only endpoints. Dovetail never writes back to Sprig.
If your key is rotated or deleted in Sprig, the next sync will fail with an authorization error. Generate a new key in Sprig, then open the Sprig integration in Dovetail and update the stored key.
***
## Configuration in detail
### Picking a survey
You can pick **one survey** per data source connection. Surveys appear in the dropdown only if their status is `In progress` or `Completed` — drafts and archived surveys are filtered out at the Sprig API level.
To analyze responses from more than one Sprig survey in the same Channel, add Sprig as a data source again with a different survey selected.
### Picking open-text questions
Once you’ve picked a survey, Dovetail loads its question list and shows only the **open-text questions** in the picker. You can select one or more.
If a respondent answered multiple selected questions in the same submission, they are combined into a single data point, consisting of multiple question and answer pairs.
***
## Link responses to contacts
Dovetail can attribute each response to a [**Contact**](/help/contacts), so you can see who said what and filter responses by your contact fields and CRM properties. Turn on **Create contacts** when you add the source — Dovetail then matches every response to a contact by email address, creating a new contact when there’s no match. Responses with no email still import as data points; they just aren’t linked to a contact.
For this to work, the respondent has to be an **identified Sprig user with an email**. Set it in Sprig with `setEmail` (or pass the email when you identify the visitor) so it’s stored as the user’s reserved `!email` attribute, and make sure the survey is shown to identified visitors so each response is tied to a Sprig user ID. Dovetail resolves the email through Sprig’s Users API at sync time (this needs the extra scope noted under [Authentication and permissions](#authentication-and-permissions)). Anonymous responses carry no user ID or email, so they won’t create contacts. Sprig doesn’t expose a respondent name, so contacts are created with the email only.
***
## What gets imported
Each open-text response becomes one Channels data point.
### Always imported
| Field | Source |
| -------------------- | ------------------------------------------------------------------ |
| Response text | The respondent’s free-text answer becomes the conversation content |
| Question text | The exact question wording attached as metadata |
| Question type | Sprig question type (always an open-text variant for this Channel) |
| Survey ID | Sprig numeric survey ID |
| Question ID | Sprig numeric question ID |
| Submission timestamp | Sprig `createdAt` |
| Respondent ID | `externalUserId` if present; otherwise `visitorUuid` |
### Not imported
* **Responses to non-open-text questions in the same survey** — NPS, Likert, rating, and multiple-choice responses are filtered out, even if the respondent answered them in the same session.
* **Respondent identity properties as data point fields** beyond the external user ID or visitor UUID. (The respondent’s email is used for contact linking — see [Link responses to contacts](#link-responses-to-contacts) — but isn’t stored on the data point.)
* **Custom metadata** (`customMetadata`) and **visitor snapshot** data captured by the Sprig SDK.
* **Page URL** the survey was shown on (`url`).
* **Sprig’s own response themes** if you’ve set those up — Dovetail computes its own themes against the raw responses.
* **Attachments** — Sprig surveys don’t carry these.
Need a field that isn’t on this list? Let us know.
### Sync behavior
* **Backfill window.** When you first connect, Dovetail imports responses received within the period you selected.
* **Ongoing sync.** New responses sync in automatically after the initial backfill — every hour or so on the standard Channels cadence.
* **Pagination.** Dovetail fetches responses in pages of 1,000 records, paginating with Sprig’s cursor until the window is in.
* **Rate limiting.** If Sprig returns a 429, Dovetail honors the `Retry-After` header and resumes automatically.
***
## Troubleshooting
**"Invalid API key" when I paste the key.** Double check your key under **Integrations → Data Export API** in Sprig and try again.
**My survey doesn’t show up in the picker.** Dovetail only lists surveys with status `In progress` or `Completed`. Drafts and archived surveys are filtered out. Activate the survey in Sprig and refresh the picker.
**My question doesn’t show up after I pick the survey.** Only open-text questions appear in the picker. NPS, rating, Likert, and multiple-choice questions aren’t supported as inputs to this Channel.
**My survey has responses in Sprig but Dovetail says nothing imported.** Likely causes:
* Every response in the backfill window had an empty answer to the open-text questions you selected for the channel. Dovetail only imports non-empty open-text answers.
* The responses landed before your backfill window. Reconnect with a longer window, or wait for new responses.
* The Sprig API key was rotated. Re-enter the current key on the Sprig integration in Dovetail.
**I want to analyze multiple surveys in the same Channel.** Add Sprig as a data source on the same Channel once per survey.
***
## Disconnect or delete the Sprig source
There are two distinct actions on a Channels source, and they aren’t the same thing.
**Disconnect.** Stops Dovetail from ingesting any new data from this source. Anything already imported stays in the Channel.
To disconnect, open the Channel, go to the sources list, click `•••` on the Sprig source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** that was imported from it. This is permanent.
To delete, click `•••` on the Sprig source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To revoke API access entirely, delete the API key in Sprig under **Integrations → Data Export API**. That immediately invalidates any sync that tries to use it.
# Usersnap
Source: https://docs.dovetail.com/integrations/usersnap
Import Usersnap feedback, form fields, and annotated screenshots into a Dovetail Channel, with every data point linking back to its Usersnap source.
## Overview
Automatically import Usersnap feedback into Channels in real-time, where it’s analyzed and grouped into themes so you can track trends over time. Every form input the user submits (short answer text, comments, ratings, custom fields) comes across with the original feedback, and each data point links back to the source in Usersnap so you can view the annotated screenshot in context.
When you set up the connection, you’ll pick which Usersnap projects to import feedback from and how far back to backfill. [Learn more about Channels →](/help/channels)
***
## Prerequisites
* A Dovetail workspace with Channels enabled and your user has Can edit or Full access on the Channel you’re adding the source to.
* A Usersnap account with **Admin** access (needed to manage REST API credentials).
* A Usersnap **JWT ID** and **JWT Secret** — generate them in **Settings → API**.
***
## Set up the Usersnap integration
You can set up the Usersnap integration from [Settings](https://dovetail.com/settings/integrations), when you create a new Channel, or when you `Add source` to an existing Channel.
In Dovetail, open the **Connect data source** modal and select `Usersnap`.
In a separate tab, sign in to Usersnap and open **Settings → API**. Generate a new API key and copy both the **JWT ID** and the **JWT Secret**.
Paste the values into the **JWT ID** and **JWT Secret** fields in Dovetail and select `Continue`.
Choose the **Usersnap projects** you want to import feedback from. You can select one or several — there’s no cap.
Choose how far back to import existing feedback: `Last 7 days`, `Last 30 days`, `Last 90 days`, or `Last 6 months`.
### Authentication and permissions
Usersnap uses a **JWT API key**. Dovetail signs a short-lived JWT with your JWT ID and JWT Secret on every request and only ever issues read calls against the Usersnap REST API at `https://platform.usersnap.com/v0.1`. Nothing is written back to Usersnap.
The credentials are scoped to whichever Usersnap workspace the key was created in, so the projects you see in the picker are the ones the key has access to.
If your JWT credentials are rotated or deleted in Usersnap, the next sync will fail with an authorization error. Generate a new key in Usersnap, then open the Usersnap integration in Dovetail and update both values.
***
## Configuration in detail
### Picking projects
You can pick **one or more Usersnap projects** per data source connection. Every project you select contributes to the same Channel, with the project name attached to each data point.
To analyze feedback from a different Usersnap workspace, generate credentials from that workspace and add Usersnap as a separate data source.
***
## What gets imported
Each Usersnap feedback item becomes one Channels data point. The text the user submitted lands as a multi-turn conversation and the rest of the feedback comes across as fields you can filter by.
### Always imported
| Field | Source |
| --------------------- | ------------------------------------------------------------------------------------------------ |
| Feedback ID | Usersnap `feedback_id` |
| Submission timestamp | Usersnap `created_at` |
| Feedback text | One turn per text input from the feedback form |
| Project name | The Usersnap project the feedback came from |
| Link back to Usersnap | Usersnap `public_link` — opens the feedback in Usersnap so you can view the annotated screenshot |
### Imported when present
| Field | Source |
| -------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Submitter email | Usersnap `email` |
| Status | Usersnap `status_type` |
| Priority | Usersnap `priority` |
| Labels (as tags) | Usersnap `labels[].name` |
| Non-text form inputs | Boolean, numeric, or single-value form inputs are attached as fields with the input’s label |
| Custom data | Any key/value pairs on the Usersnap SDK’s `custom_data` payload (e.g. plan, role, MRR, user ID) — flattened onto the data point with their original keys |
### Not imported
* **Annotated screenshots.** The screenshot image itself isn’t pulled into Dovetail — open the link back to Usersnap to view it in context.
* **Assignee.** Who the feedback is assigned to in Usersnap isn’t imported.
* **Resolved / updated timestamps.** Only the original `created_at` is stored.
Need a field that isn’t on this list? Let us know.
### Sync behavior
* **Backfill window.** When you first connect, Dovetail imports feedback received within the period you selected.
* **Ongoing sync.** New feedback syncs in automatically after the initial backfill on the standard Channels cadence.
* **Pagination.** Dovetail fetches feedback in pages of 50 items, paginating with Usersnap’s cursor until the window is in.
* **Rate limiting.** If Usersnap returns a 429, Dovetail honors the `Retry-After` header and resumes automatically.
***
## Troubleshooting
**"Invalid credentials" when I paste the JWT ID and Secret.** Either the values are wrong, the key has been deleted in Usersnap, or the user who created it lost Admin access. Generate a fresh key under **Settings → API** in Usersnap and try again.
**My project doesn’t show up in the picker.** The credentials are scoped to a single Usersnap workspace — projects in other workspaces won’t appear. Confirm the JWT was generated in the workspace that owns the project, or generate a separate set of credentials and connect Usersnap again.
**Feedback exists in Usersnap but Dovetail says nothing imported.** Likely causes:
* The feedback landed before your backfill window. Reconnect with a longer window, or wait for new submissions.
* The JWT credentials were rotated. Re-enter the current values on the Usersnap integration in Dovetail.
* The user who created the JWT lost access to the project the feedback sits in.
***
## Disconnect or delete the Usersnap source
There are two distinct actions on a Channels source.
**Disconnect.** Stops Dovetail from ingesting any new feedback from this source. Anything already imported stays in the Channel.
To disconnect, open the Channel, go to the sources list, click `•••` on the Usersnap source, and select `Disconnect`. You’ll see:
> Are you sure you want to disconnect **\[source name]** from **\[Channel name]**? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
**Delete.** Removes the source and **deletes every data point** that was imported from it. This is permanent.
To delete, click `•••` on the Usersnap source and select `Delete`. You’ll see:
> Are you sure you want to delete **\[source name]** from **\[Channel name]**? This will delete all associated data points. This is permanent and cannot be undone.
To revoke API access entirely, delete the JWT key in Usersnap under **Settings → API**. That immediately invalidates any sync that tries to use it.
# Zapier
Source: https://docs.dovetail.com/integrations/zapier
Automate Dovetail with Zapier, using a trigger and an action to move data between your workspace and thousands of other apps in a Zap.
## Overview
Dovetail has partnered with [Zapier](https://zapier.com/) to enable you to connect the other tools you use, like Slack, Intercom, and Google Forms to your Dovetail account. Using our integration with Zapier, you can connect your Dovetail account to your Zapier account to unlock powerful workflows and automations with the thousands of apps on Zapier’s platform.
***
## How it works
Zapier lets you connect apps together and move data around using automated workflows called **Zaps**.
Our Zapier integration has one **Trigger** and one **Action** to help you move data between Dovetail and other apps you use. Zapier allows you to design workflows based on **triggers** and **actions** that happen in Dovetail and other apps and tools.
For example, if you receive a new survey response in *Google Form*, this can be used to automatically create a *New note* within a project. This note will contain all text content from the survey response.
Zapier has thousands of apps, so check out their [directory](https://zapier.com/apps/integrations) and search for the apps you use.
***
## Set up Zapier integration
You can connect your Zapier account to your Dovetail account under [Integrations](https://dovetail.com/settings/user/integrations) in ⚙️ Settings. From there, you will be directed to Zapier’s website to connect and Authorize access to create content in Dovetail.
If you do not have an existing Zapier account, visit [Zapier’s website](https://zapier.com/pricing) for more information.
***
## Zapier actions
Actions help you get data into Dovetail from other apps. For example, you could create notes from SurveyMonkey responses, connect an NPS tool like Delighted or AskNicely and create a note for each NPS response, or add people via a Google Form.
### Add Doc to Project
Adds a doc to an existing project.
| Input field | Type | Description |
| :--------------------------- | :---------------------- | :-------------------------------------------------------------------------------------------------- |
| Project | UUID (selected in menu) | Project where the doc should be created. Required. |
| Title | Plain text | The title of the doc. Title will be ‘Untitled doc’ if a title is not set. |
| Content | Plain text or HTML | The HTML content of the doc. Content will be empty if the content is not set. |
| Append content if doc exists | Boolean | Whether to append new content to the end if a doc already exists with this title. Default is false. |
| Custom fields | Variable | Your custom doc fields. |
### Add Data to Project
Adds data to an existing project.
| Input field | Type | Description |
| :---------------------------- | :---------------------- | :----------------------------------------------------------------------------------------------------- |
| Project | UUID (selected in menu) | Project where the note should be created. Required. |
| Title | Plain text | The title of the note. Title will be ‘Untitled note’ if a title is not set. |
| Content | Plain text or HTML | The HTML content of the note. Content will be empty if the content is not set. |
| Analyze sentiment | Boolean | Whether to automatically tag sentences in the content with ‘Positive’ or ‘Negative’. Default is false. |
| Append content if data exists | Boolean | Whether to append new content to the end if data already exists with this title. Default is false. |
| Custom fields | Variable | Your custom note fields. |
### Create Person
Creates a new person in Dovetail.
| Input field | Type | Description |
| :------------ | :--------- | :----------------------------------- |
| Name | Plain text | The name or pseudonym of the person. |
| Custom fields | Variable | Your custom person fields. |
***
## Zapier triggers
Triggers help you get data out of Dovetail and into other apps. For example, you could post published docs to a Slack room, save them in Trello, or add them to an Airtable database.
### New Published Insight (Deprecated)
Triggers when a new doc is published. This trigger is deprecated — it still works for existing Zaps, but we don’t recommend building new ones on it.
| Response field | Type | Description |
| :--------------- | :--------- | :------------------------------------------------------------------- |
| Abstract | Plain text | The first 200 characters of the doc content. Can be empty or null. |
| Cover image | URL | The URL for the cover image, if the cover image is set. Can be null. |
| Created | Date | The date the doc was created. |
| ID | UUID | The unique ID of the doc. |
| Presentation URL | URL | A direct URL to the presentation mode of the doc. |
| Project | Plain text | The title of the project, or ‘Untitled project’ if not set. |
| Published | Boolean | Whether the doc is published or not. |
| Title | Plain text | The title of the doc, or ‘Untitled doc’ if not set. |
| URL | URL | A direct URL to the doc. |
### New Project / Updated Project
Trigger when a project is created, or when an existing project is updated.
### Add Data Point to Channel
Send a single piece of feedback into a channel — a support ticket, a review, or an NPS response — from any app Zapier connects to.
***
## Import data into Dovetail
To import data into a project, start by creating a Zap within your Zapier account. In this Zap, select the **Trigger** app and event. This is the app where the data will be coming from and what needs to occur in this app first.
For example, you could select app *Google Forms* and event *New Form Response*.
From there, you will be directed to set the **Action app **and**event** . This is where you determine what you want create your data as in Dovetail. Depending on the Trigger app selected, actions you can choose are *Create note*, *Create insight* or *Create person*.
For example, for our *New Form Response*, we will select *Create Note* as our **Action** event.
The note/s that we’ll create will also need to be housed within a project, require a title and content. Insert this data directly from *Google Forms* by selecting options from the dropdown menu.
Once you’ve completed set up, test your Zap to ensure it is successful before turning on.
***
## Export data from Dovetail
To export data from Dovetail, select Dovetail as the **Trigger** app and select an event. For example, when a *New Project* is created in Dovetail.
As data and docs are housed in projects, select a specific project for the trigger event, or leave the project field blank for this Zap to trigger on any project.
Once you’ve finished setting up the trigger, select your **Action App** and **event.** This is the app where you want your Dovetail data to go. The **Action** events available will depend on the specific app selected.
For example, you could push a published doc into a specific Slack channel. This will create a message with a direct link to your doc.
# Zendesk
Source: https://docs.dovetail.com/integrations/zendesk
Import solved and closed Zendesk tickets into a Dovetail Channel, where they're analyzed and made searchable alongside your other feedback.
Available on any Dovetail plan that includes Channels, with available data points in your workspace.
Connect Zendesk to Dovetail to automatically import solved and closed tickets into a Channel, where they’re analyzed, clustered into themes, and made searchable alongside the rest of your customer feedback.
Zendesk is a Channels integration only. It doesn’t appear as an import source in Projects.
[**Learn more about Channels →**](/help/channels)
***
## Prerequisites
Before you start, make sure you have:
* A Dovetail workspace on a plan that includes Channels, with available data points.
* A Zendesk user role that can view all tickets in your brand (including tickets in private groups), add both public and private comments, and manage ticket fields. Typically this means an **Agent** role with the following configuration under **People → Roles → Tickets**:
* **Tickets they can access:** *All within their brand membership, including those in private groups*
* **Commenting permissions:** Public and private comments
* **Manage ticket fields:** Enabled
* **Can edit** or **Full access** on the Channel where you want to import tickets. Manage permissions in the Channel’s Share settings.
* Your Zendesk **subdomain** — the part before `.zendesk.com` in your workspace URL (for example, `acme` from `acme.zendesk.com`).
If you have multiple Zendesk subdomains, connect each one as a separate source. One Dovetail Zendesk source authorizes against a single subdomain.
***
## Set up the integration
You can start the connection from the Channel you want to import into, or from **Settings → Integrations**.
Open the Channel where you want to import tickets, or create a new one.
Select **Add source**, then pick **Zendesk** from the list of sources.
On the **Connect Zendesk** screen, review the two requirements — **Zendesk login credentials** and **Zendesk user role permissions** — and select **Connect**.
On the **Find your workspace** screen, enter your Zendesk subdomain in the **Enter your workspace URL** field. The suffix `.zendesk.com` is shown for you — you only need the part before it (for example, `acme`). Select **Continue**.
Dovetail redirects you to Zendesk to authorize the connection. Approve the request. You’ll be returned to Dovetail on the **Configure what to analyze** step.
***
## Authorize Dovetail
Dovetail uses OAuth 2.0 to connect to Zendesk. The user who authorizes the connection is the account whose permissions Dovetail uses to read tickets — so their Zendesk role needs to satisfy the prerequisites above.
Dovetail requests Zendesk’s global **read** scope:
| Scope | What it lets Dovetail do |
| ------ | --------------------------------------------------------------------------------------------- |
| `read` | Read tickets, comments, users, groups, tags, and ticket fields across your Zendesk workspace. |
This is broader than Zendesk’s more restrictive `tickets:read` scope. Dovetail uses `read` because Zendesk’s ticket search endpoint doesn’t return archived tickets under `tickets:read` — and Dovetail relies on ticket search to filter by group, tag, and solved date. Dovetail only reads data from Zendesk; it never writes back.
**Common reasons authorization fails:**
* The subdomain was entered incorrectly. Enter just the part before `.zendesk.com` (for example, `acme`), not the full URL.
* The authorizing user’s role doesn’t have permission to view every ticket in the brand — the connection succeeds but no tickets import.
* Your Zendesk workspace has SSO restrictions that block OAuth apps for that user. Try authorizing as a user whose access isn’t restricted, or ask a Zendesk admin.
To revoke Dovetail’s access on the Zendesk side, go to your Zendesk **Admin Center → Apps and integrations → OAuth clients**, find Dovetail, and revoke the token.
***
## Configure what to analyze
After connecting, you’ll see the **Configure what to analyze** step, with three controls.
### Groups
The **Select groups** dropdown is populated with your Zendesk groups, fetched live from your workspace. The default selection is **All groups**.
Dovetail applies your group selection as a `group:` filter on Zendesk’s ticket search. Zendesk search syntax only supports **one** `group:` clause per query, so if you select more than one group, Dovetail applies only the first group and ignores the rest. If you need to sync tickets across multiple groups, either pick **All groups**, or set up a separate source per group.
There’s no maximum selection count enforced on groups, but only the first selection has an effect at sync time.
### Tags
The **Select tags** dropdown is populated with your Zendesk tags. The default selection is **All tags**.
* **Maximum: 15 tags.**
* Selecting multiple tags returns tickets that match **any** of the selected tags — for example, selecting `billing` and `refund` returns tickets tagged with either `billing`, `refund`, or both, not only tickets tagged with both.
### Import period
Choose how far back Dovetail should look when it first backfills tickets:
* Last 7 days
* Last 30 days (default)
* Last 90 days
* Last 6 months
The import period is applied to a ticket’s **solved date**, not its created date. A ticket created six months ago but only solved last week will be imported by a **Last 30 days** selection.
There are no filters for ticket priority, ticket type, requester organization, assignee, direction, or keyword.
***
## What Dovetail imports
Only tickets whose status is **Solved** or **Closed** are imported. Tickets in `open`, `pending`, `hold`, or `new` statuses are ignored until they’re solved or closed.
For each imported ticket, Dovetail pulls the following fields:
| Category | Field |
| --------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Metadata | Ticket ID, subject, description, ticket type, created date, tags |
| Requester | Email address and display name — only when the ticket was created via email. Tickets from other channels (web form, chat, API, etc.) don’t include requester details. |
| Conversation | Comments on the ticket, up to **20 comments per ticket**, oldest first |
| Comment authors | Author name and email for each comment |
| Custom fields | All active ticket fields on the ticket |
If the combined text of a ticket’s comments exceeds **10,000 characters**, Dovetail trims comments from the end until the total fits. Every ticket keeps at least its first comment.
**What doesn’t transfer:**
* Attachments
* Ticket satisfaction (CSAT) ratings and comments
* Assignee, submitter, and requester organization
* SLA policies and breach data
* Priority (unless captured on a custom field)
* Views, macros, triggers, and automations
* Side conversations
* Internal notes on tickets that are neither solved nor closed
* Historical ticket revisions and audit events
* Analytics or derived scores (sentiment, intent, etc.)
***
## Sync behavior
* **Initial backfill.** On first connection, Dovetail imports tickets whose solved date falls within the import period you chose.
* **Ongoing sync.** Once connected, Dovetail continues to pull new solved and closed tickets roughly every hour per connected Zendesk source. There’s no way to trigger a manual sync or change the frequency.
* **Private and restricted tickets.** Dovetail imports tickets that the authorizing user has permission to view. Tickets in private groups the user can’t see, or restricted by brand membership, won’t appear.
* **Rate limits.** Zendesk enforces an account-wide API rate limit that’s shared across every OAuth app connected to your account — not just Dovetail. Dovetail backs off whenever the remaining budget drops below 100 requests, and waits for Zendesk to reset the window before continuing.
***
## Troubleshooting
**I finished authorizing but no tickets appeared.**
Most likely one of: (1) no tickets in the selected date range are Solved or Closed yet, (2) the authorizing user’s role doesn’t include access to the brand’s tickets, or (3) your group or tag selection excludes everything. Widening to **All groups** and **All tags** is a fast way to confirm the connection itself is fine.
**Fewer tickets imported than I expected.**
Two common causes: your import period uses the **solved date**, not the created date — so recently created tickets that aren’t yet solved won’t appear. And if you selected more than one group, only the first group is applied — see the [Groups](#groups) section above.
**Authorization failed.**
Usually a subdomain typo (enter `acme`, not `https://acme.zendesk.com`), a user whose Zendesk role can’t view all brand tickets, or SSO restrictions blocking the OAuth flow. Retry with the correct subdomain, or authorize as a user whose Zendesk role meets the prerequisites.
**Rate limit messages.**
Dovetail throttles its own requests when your Zendesk account has fewer than 100 API requests remaining in the current window. If another OAuth app connected to your Zendesk workspace is consuming most of the quota, syncs may slow down — this recovers on its own once the rate-limit window resets.
**We have multiple Zendesk workspaces or subdomains.**
Each Dovetail Zendesk source connects to a single subdomain. To pull from multiple subdomains, add each one as a separate source on your Channel (or on different Channels).
**A comment or field I expected is missing.**
Check the “What doesn’t transfer” list above. If the ticket has more than 20 comments, only the first 20 are imported. If the combined comment text exceeds 10,000 characters, later comments are trimmed to keep the ticket within that cap.
***
## Disconnect or delete the Zendesk source
Disconnecting stops new tickets from importing but keeps everything already imported. Deleting removes the source and all its data points from the Channel — this is permanent.
**To disconnect:**
1. Open the Channel and select **Sources**.
2. Find the Zendesk source and open its actions menu, then select **Disconnect**.
3. Confirm in the **Disconnect data source** dialog:
> Are you sure you want to disconnect **\** from **\**?
4. Select **Disconnect**.
You’ll see the toast **Dataset disconnected** and the source will show a **Disconnected** label. You can reconnect later from the same menu.
**To delete:**
1. From the same source menu, select **Delete**.
2. Confirm in the **Delete data source** dialog:
> Are you sure you want to delete **\** from **\**?
>
> This will delete all associated data points. This is permanent and cannot be undone.
3. Select **Delete**.
**To fully revoke Dovetail’s access on the Zendesk side:**
1. In Zendesk, open **Admin Center → Apps and integrations → OAuth clients**.
2. Find the Dovetail token and revoke it.
Disconnecting inside Dovetail does not revoke the OAuth token on Zendesk’s side — revoking in the Admin Center is the definitive way to cut off access.
***
## FAQs
Dovetail requests a single OAuth scope when connecting to Zendesk:
* `read` — read-only access across ticket content, comments, users, groups, tags, and ticket fields.
Dovetail uses this broader scope rather than the narrower `tickets:read` because Zendesk’s ticket search endpoint doesn’t return archived tickets under `tickets:read`. To ensure a complete import — including archived tickets — Dovetail uses `read`.
Tickets with a status of **Solved** or **Closed** in Zendesk. Tickets in `open`, `pending`, `hold`, or `new` are ignored until they’re solved or closed.
About once an hour per connected Zendesk source, automatically. When you first connect, Dovetail runs an initial backfill scoped to your chosen import period. After that, it settles into the regular hourly cadence — there’s nothing to configure and no button to press.
Yes, but with a caveat. The Groups dropdown lets you multi-select, but Zendesk’s ticket search only supports one `group:` clause per query, so only the first group you select is applied at sync time. To sync tickets across multiple groups, either pick **All groups** or set up a separate source per group.
Zendesk enforces an account-wide rate limit that’s shared across every OAuth app connected to your account. Dovetail monitors the remaining budget and backs off whenever there are fewer than 100 requests remaining, then resumes once Zendesk resets the window. You don’t need to do anything — sync catches up on its own.
No. Dovetail doesn’t import attachments from Zendesk tickets — only the ticket subject, description, comments, tags, custom fields, and the requester’s email and display name (for email tickets).
Reach out to our team at [support@dovetail.com](mailto:support@dovetail.com), and we’d be happy to talk through it with you and your team.
# Zoom
Source: https://docs.dovetail.com/integrations/zoom
Import Zoom cloud recordings into Dovetail projects, where they can be transcribed and tagged to surface key moments from calls and interviews.
## Overview
You can import **Zoom Cloud recordings** directly into your project by connecting your Zoom account to Dovetail. These recordings can be transcribed and tagged to surface key moments in customer interviews, calls and meetings.
***
## Set up Zoom integration
* To connect your Zoom account, open ⚙️ [Settings ](https://dovetailapp.com/settings/user/integrations)→[ Integrations](https://dovetail.com/settings/user/integrations), locate **Zoom** and click `•••`.
* Next, select `Connect` and continue to login to your Zoom account, review requested permissions, and confirm the connection.
* Once connected, you will be able to import Zoom Cloud recordings directly from Zoom into Projects in Dovetail.
When you connect Zoom to Dovetail, you will grant Dovetail access to your individual user meeting recordings and your Zoom user details. We use this information to display and import your cloud recordings to Dovetail, and to link your Zoom user account with Dovetail.
If you’re having trouble connecting the right Zoom account, please log out of
Zoom in your web browser first and then follow the steps above.
***
## Import Zoom recordings to Projects
Once you have connected your Zoom account, you can import recordings directly into Projects transcribed, summarized, and analyzed.
* To do this, open a Project, click `Data` and select `+ New`.
* Next, select `Zoom` under **Import from** and select the recordings you wish to import.
* Once confirmed, each recording will be imported into your project as separate objects for you to start analyzing in your project.
***
## Disconnect your Zoom account
When you disconnect Dovetail, we will no longer have access to your cloud
recordings or your Zoom user information. Any recordings that you have
imported into Dovetail before disconnecting will not be deleted and will
remain in Dovetail.
* If you wish to disconnect Zoom account from Dovetail, select ⚙️ [Settings ](https://dovetail.com/settings/user/integrations)→[ Integrations](https://dovetail.com/settings/user/integrations), locate **Zoom**, click `••• `and select `Disconnect`.
***
## Troubleshoot your Zoom connection
If you are using one Zoom account with other people in your organization, please ensure the account is connected to one Dovetail account only. If a user person connects to a Zoom account that is currently connected to another user, this will cause issues in the integration and break previous connections on Dovetail.
To reset the connection, you will need to disconnect your Zoom account from Dovetail. Once disconnected, please log back into your Dovetail account to reconnect your Zoom account.
* `user:read:user` - `cloud_recording:read:recording` - `meeting:read:meeting`